Customer Service Representative (Night Shift)

Customer Service Representative (Night Shift)

Support and act as single point of contact for nominated accounts and coordinate with customer service, Product Management, Quality, Engineering, Purchasing, Warehouse and other departments to complete daily tasks located in the U.S.

Fully responsible for ensuring efficient, high‑quality and personalized customer service through order processing and assisting customers with special requests. Develop good professional relationships with customers through regular forecasting and planning collaboration.

Responsible for resolving rescheduling and / or re‑routing of product, shipping issues and / or delays, returned goods and pricing issues in a timely manner.

Deal with quality concerns and coordinate with the appropriate quality department for corrective action and follow‑up to achieve customer satisfaction.

Processing of orders, contracts, and amendments using the Knowles Oracle ERP system, ensuring that the terms of sale meet the requirements of the company by cross‑checking with the Knowles CRM system.

With sufficient knowledge of Customer Service Policies, ISO requirements and Sarbanes‑Oxley requirements ensuring accuracy of order management.

Specific Duties and Responsibilities

• Order Management; enter orders and amendments into the Knowles’ ERP & CRM System.
• Responsible for the resolution of rescheduling and / or rerouting of product, shipping problems and / or delays, returned goods and pricing issues.
• Assists Sales & Marketing personnel with order information and reports as needed.
• Require in-depth understanding of the customer systems to retrieve the necessary information such as customer forecast / demand, usage and inventory status.
• Holistic analysis of customer demand, based on forecast data and statistics. Apply ad‑hoc knowledge and experience (seasonality trend, fiscal year and quarter end dates) to learn how it affects customer’s actual consumption.
• Understanding of Supply Chain ATP (Available to Promise) logic and ability to work with customers to synchronize supply chains. (E.g. Work with customers to align expectations for lead times).
• Ensure high data accuracy in Pick and CRM, such as :

Purchase Orders and Sales Orders

Authority

Prepare Sales Order per Customer Purchase Order and drive customer forecast to enter into Pick System and escalate to Customer Service Section Head / Manager.

Job Requirements

Knowles Operations complies with all applicable labor laws and has a Non‑Discrimination Policy covering ethnicity, gender and disability. We hire and reward employees based on their contribution and performance within the organization and adhere to Equal Employment Opportunity.

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