Req ID: 63107 
Region: Asia 
Country: China 
State/Province: Jiangsu 
City:  Suzhou 

Job Description
Interact with suppliers/clients to provide and process information in response to inquiries, concerns and requests about products and services.
Serves customers by providing product and service information; resolving product and service problems.
Main Job Tasks and Responsibilities
•    Interact directly with customers either by telephone or electronically (e.g. email and/or CRM)
•    Respond promptly to case inquiries
•    Investigate details of inquiries and apply problem solving skills to resolve case inquiries
•    Obtain and evaluate all relevant information to handle service inquiries
•    Perform customer verifications
•    Organize workflow to meet and exceed customer service level agreements (SLA’s)
•    Direct and escalate cases and unresolved issues to appropriate resources
•    Maintain records of customer interactions and transactions, details of inquiries, and actions taken
•    Communicate and coordinate with internal departments to assist in resolving cases
•    Provide feedback on the efficiency of the customer service process
•    Reports account payable metrics including aging and status of rejected items, debit balances and AP days. With direction from accounting team works to resolve bank reconciliation issues.
•    Manages the contra relationship with select suppliers/customers. Monthly analysis of the goods received not invoiced ensuring all balances are valid. 
•    Generates and analyzes the debit balances report for returned items or duplicate payments. 
•    Ensures recovery of the debit balances through collection of funds from the supplier or offset against future payments. 
•    Takes independent action to gather ideas and gain consensus with cross-functional teams on process improvement recommendations.
•    Able to support reports accounts payable metrics including aging and status of rejected items, debit balances and AP days.
•    Work closely with the account payable team and accounting team on bank reconciliation related requests.

Key Competencies
•    Ability to manage multiple tasks while maintaining attention to detail and accuracy and working under tight time deadlines. 
•    Ability to evaluate, prioritize and problem solve a variety of tasks to ensure their timely and accurate completion 
•    Ability to effectively communicate, both verbally and in writing, with a wide variety of internal and external customers
•    Can apply Corporate accounting policies and procedures manual. Basic understanding of forecasting and planning Ability to calculate and do basic interpretation of all key business metrics. 
•    Provide interpretation of reports/results to users. Generates reports with job-related software. 
•    Understanding of the capabilities of the tools can identify problems and trouble shoot input errors.
•    Must be able to read, write, and speak in English and Malay languages.
•    Interpersonal skills
•    Problem analysis and problem-solving
•    Attention to detail and accuracy
•    Data collection and ordering
•    Customer service orientation
•    Stress tolerance
•    Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data Repetitive manual movements are frequently required (e.g. data entry, using a computer mouse, using a calculator, etc) 

Education and Experience
•    High school diploma, in Finance/Accounting/Banking, Business Studies/Management, Commerce
•    Knowledge in Account Payable and experience of working in share service center is an advantage
•    Good communications skills both verbal and written in English and able to read, write and speak in Mandarin will be an advantage.
•    Knowledge of customer service principles and practices
•    Experience using email and CRM, and other relevant computer applications preferred
•    Knowledge of administrative procedures
•    Finance and supply chain process knowledge, accounts payable related experiences are encourage to apply.  

COMPANY OVERVIEW:
Celestica (NYSE, TSX: CLS) is a US$5.6 billion global leader in the delivery of end-to-end product lifecycle solutions. Our customers trust us to deliver the most advanced design, engineering and manufacturing expertise for their highly sophisticated and complex products. From advanced medical devices, to highly engineered aviation systems, to next-generation hardware solutions for the Cloud, at Celestica we manage the complexity for our customers and set the bar for quality and reliability in their markets. Our customer portfolio includes leaders in the enterprise computing, communications, aerospace and defense, industrial, smart energy, healthtech and semiconductor markets. Headquartered in Toronto, our global network spans 13 countries with 26,000 employees throughout the Americas, Europe and Asia.