Senior Customer Service Representative

Job Description

Position Summary: Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales support functions. Responds to in-bound, routine customer inquiries regarding sales, product information, services, order status, complaints, and other general questions. Updates databases and customer account records.

Key Responsibilities:

• Check booking document aligned to booking policy.
• Sales contract negotiation with customers on commercial T&C .
• Apply to create new customer account, and extend new material in ERP.
• Create & update sales orders in ERP, while ensure the accuracy of the data input.
• Closely communicate with customer & sales to understand the order status (Lab / DEP / Payment…) and maintain the information in system.
• Coordinate with customers on collecting payment & L/C, and notify finance team
• Send shipping instructions to buyer or warehouse, timely track the shipping date.
• Coordinate with logistics team to expedite shipment. Provide shipping documents to customer and assist them to solve problem.
• Billing upon revenue policy, and support finance to complete internal audit.
• Apply VAT Invoice upon completion of delivery.
• Timely send installation notice to service team.
• Tracking A/R collection ASAP
• Keep efficient communication with relevant departments to ensure a total smooth order-to-cash flow.
• Capable to maintain and make relevant business reports and provide analysis upon request to drive improving actions.
• Prepare CS reports, provide insights through data analysis, and drive continuous improvement to improve CS related performance.
• Has deep understanding of business mode, could drive actions to promote revenue pacing.
• Participant or lead CS related projects

Knowledge or Experience:

• At least 5 years of customer service relevant experience
• Office software
• International trading knowledge
• ERP system knowledge & Operation
• Warehouse and logistic knowledge
• Practical process improvement or continues improvement relevant experience

Capability:

• Oral & Written English
• Excellent Communication skill
• Good Influence with strong cross-function collaboration
• Strong logical thinking, good at data analysis
• Risk management capability
• Problem solving
• Project management (e.g. process optimization etc.)