Technical Support Services Associate
Air ProductsKl horizonUpdate time: February 24,2020
Job Description
Purpose
Respond to customer survey and questionnaires or inquiries received by the Global Technical Support Services team and assist in GTS (Global Trade Services) block reviews, escalations, and releases.
Nature and Scope
The Technical Support Services Associate will monitor mailbox queues and address voicemail inquiries as well as questionnaires that customers are looking for Air Products to complete. These surveys are critical to start or continue providing services to our customers. Much of the survey work will be completed online or documents with questions that contain standard answers regarding our corporation’s background, history, safety, continuity planning etc. For the non-standard questions, the Associate will be able to network with other teams’ experts to get assistance.
In addition to the questionnaires, the Associate will also be required to periodically monitor the GTS blocked documents and partner queues, researching any blocks, and then releasing those customers, vendors, and related documents when applicable. Any block that cannot be determined to be false-positive will then be escalated to the Global Trade Compliance Advisory Director or other appropriate individual.
This position will reside in our Kuala Lumpur, Malaysia, Shared Services Center. No travel is necessary beyond the initial training, to be held at the Allentown, Pennsylvania, USA, Headquarters.
PRINCIPAL ACCOUNTABILITIES
MINIMUM REQUIREMENTS AND QUALIFICATIONS
Respond to customer survey and questionnaires or inquiries received by the Global Technical Support Services team and assist in GTS (Global Trade Services) block reviews, escalations, and releases.
Nature and Scope
The Technical Support Services Associate will monitor mailbox queues and address voicemail inquiries as well as questionnaires that customers are looking for Air Products to complete. These surveys are critical to start or continue providing services to our customers. Much of the survey work will be completed online or documents with questions that contain standard answers regarding our corporation’s background, history, safety, continuity planning etc. For the non-standard questions, the Associate will be able to network with other teams’ experts to get assistance.
In addition to the questionnaires, the Associate will also be required to periodically monitor the GTS blocked documents and partner queues, researching any blocks, and then releasing those customers, vendors, and related documents when applicable. Any block that cannot be determined to be false-positive will then be escalated to the Global Trade Compliance Advisory Director or other appropriate individual.
This position will reside in our Kuala Lumpur, Malaysia, Shared Services Center. No travel is necessary beyond the initial training, to be held at the Allentown, Pennsylvania, USA, Headquarters.
PRINCIPAL ACCOUNTABILITIES
- Monitor the Customer Survey Response Mailbox and respond to voice and email inquiries
- Manage the responses required for any questionnaire
- Log in to customer portals
- Work with Salespeople to gather background information
- Complete questions with known answers
- Distribute additional questions to experts in specialized areas
- Monitor the GTS Blocked Documents and Partners queues
- Monitor the Trade Compliance mailbox for any urgent blocks or questions
- Review and Release obvious false-positive blocks; research and document information for those that need further investigation by the GTCAG and others
MINIMUM REQUIREMENTS AND QUALIFICATIONS
- Ideally have at least 3 years’ experience in commercial business area (packaged gases, liquid bulk)
- English and Mandarin Fluency, both written and oral
- Detail and process oriented
- Exemplary integrity and ethics
- Good organization and documentation
- Excellent internet and intranet searching abilities
- Comfortable using computers and newer technologies
- Desire to learn about and interact with various teams and business representatives
- Self-confident not only respond to inquiries with little guidance but also to escalate questions or concerns
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