Customer Service Rep

Company Overview for Formosa Plastics Corporation, U.S.A.

Founded in 1978, Formosa Plastics Corporation, U.S.A. (Formosa Plastics) is a growing, vertically-integrated supplier of plastic resins and petrochemicals. With annual revenues of more than $5 billion, we employ over 2,800 people who operate 20 production units in six business divisions - Olefins, Polyolefins, Vinyl, Specialty Polyvinyl Chloride, Chlor-Alkali, and Oil & Gas.

Formosa Plastics offers a full line of polyvinyl chloride, polyethylene and polypropylene resins, caustic soda and other petrochemicals that deliver the consistency, performance and quality that customers demand. We market our polypropylene and polyethylene resins under the Formolene® tradename; we market our suspension PVC and specialty (dispersion) PVC resins under the Formolon® tradename. We also produce and sell caustic soda, ethylene dichloride, commercial bleach and hydrochloric acid.

We are committed to supplying the highest quality products and services to our customers, providing a safe and healthy workplace for our employees and contributing to the quality of life in the communities where we operate. This commitment is made possible through our dedicated people, consistent products, continued protection of the environment and ongoing investments in new product development, quality control systems and safe, modern and energy-efficient production facilities.

Formosa Plastics is a privately held company headquartered in Livingston, New Jersey. Our core business, producing plastic resins and petrochemicals, takes place at three wholly-owned chemical manufacturing subsidiaries located in Delaware City, Delaware, Baton Rouge, Louisiana and Point Comfort, Texas.


CUSTOMER SERVICE REP

Provide effective and efficient service that meets the customer standards for service and quality. Fulfill and enhance Formosa’s brand and image by providing timely and consistent service/documents/respect and products to current/future customers.

MAJOR AREAS OF ACCOUNTABILITY
• Touchpoint Customer Contact: Answer phones, respond to emails and resolve customer inquiries in timely manner and to customer’s satisfaction. Communicate clearly and respectfully.
• Customer Contacts and Relationships: Communicate clearly and responsibly in timely manner, take initiative and act creatively and diligently as a problem solver. Consistency and professionalism is expected along with proficiency in time and good skills. Perform continuous relationship with contacts including internal sales representatives, shipping carriers, traffic and also with external contacts such as Steam ship line, forwarder, and ocean carriers, to resolve customer issue/confusion and fulfill customer needs and satisfactions.
• Error-free/Expedite on time delivery: Communicate clearly and responsibly with FGS vendor in Taiwan to manage/audit/inspect all the necessary import documents for customs and brokers in timely manner, follow up and feedback to customer, sales and any other function involved in the order cycle with integrate actions and solutions which may include various issues.
• Process manual instructions and virtual receiving/inventory updates to ensure virtual PO price/volume/shipment/incoterm/packing matches with Sales order that FGS pays vendor and reconcile invoice to customer
• Facilitate the Customer’s confusion and complaints which may involving diverse situations, product shipment, port congestions, Container per-diem free days, inland delivery, empty return, etc. any issue relate to logistics and products.
• Organize FGS payment to sample shipment, logistics trucking, forward/broker fee and custom duty, etc. if applicable and necessary.
• Arrange GST payment, duty payment, trucking invoice payment and other related to FGS payments if needed
• Calculate the profit and lost for each shipment
• Act as backup for PP division’s CSR duty when others off-duty or vacation as well as business administrator’s responsibility such as assist different managers in business implementation and perform backup function for Business.
• General office administrative work as assigned.
• Process buy and sell orders in the system.
• Assist Sales Reps in completion of PO, NAN, Credit, Debit customer forms.
• Assist Sales Reps in completion of import documents such as Bill of Lading, ISF form, AMS#, container Cargo tracking.
• Set up ship-to/confirm-to/bill-to code in the system
• Set up New vendor code, payee code and update information if needed
• Set up customers to receive documents such as Invoice, sales confirmation COA…etc
• Coordinate shipment with oversea/ Taiwan
• Monitor and resolve order abnormalities based on sales reps.
• Communicate order/shipping status to sales and customers
• Revise