Position:

Customer Service Representative

Job Description:

• Responsible for Order to Invoice Process including but not limited to: Order entry & maintenance, value added order entry & follow up. Managing inbound customer order formats (excel, pdf, fax, etc).

• Provide expert internal and external customer service and sales support to both the inside sales team and customer engagement. Asset in complex discrepancies , interfacing directly with customers, recommending solutions and/or action plans to internal sales team staff.

• Handle branch service requests (sure ship and sure receipt)

• RMA return, initiate CAR (Corrective Action Report), FQR (Field Quality Request) analysis, submit Customer Surveys and correct post delivery issues.

• Asset Inside Sales with overall Quote to Order objective including loading Sales Desktop quotes under 50 lines items, forwarding quotes in PDF format to Quote center, Monitoring PM views, updating quote extensions, Ordering samples and coordinating contract signature completion with legal.

• Be accountable for delivery to the customers and resolution of shipping and price discrepancies.

• Communicate with the customers regarding order confirmation, shipping and tracking information.

• Create and send out defined reports to the customers on a regular basis.

• Occasionally participate to meetings with customers as required.

• Receive and process customer forecast into ERP system, managing related communication both internally and externally.

• Analyse, escalate and take appropriate action on forecast quality, demand and changes.

• Create new customer price agreements.

Location:

Shanghai

Time Type:

Full time

Job Category:

Customer Facing/Supplier Facing