POSITION OVERVIEW

The Customer Service Specialist reports to the Customer Service Supervisor. With the responsibility for customer orders handling according to the company policy and procedure by running ERP/MRP/SAP system, and be responsible for the data accuracy of products and answer customer consultation. Transfer information to provide timely and efficient for domestic and foreign customers, customer service satisfaction, and promote the export and sale business development.

PRIMARY DUTIES

• Receive and review the orders, enter into the system within one working day when receiving, and put into the shared files for relative department further implementing. Communicate with the customer about the delivery time and specific arrangements, notify the customer for any order change timely, handling any customer urgent requests with the warehouse's and the import and export department's helps, do some preparation for shipment.
• Pay attention to the product receiving date in warehouse and the requirement of order shipment, create the shipping list timely. Try to combine the shipment under the confirmation of the customer to save the shipping fee for customer. Notify relative departments about the shipping information and the special requirement of the customers.
• Follow the approval policy of company, issue the invoices timely and accurately. Collecting the shipping documents, including packing list, COA, certificate of manufacturing, air/sea shipping certificates, and transfer to the customer per request. Keep records of all kinds of data/documents/certificates in files.
• Response the customer inquiry timely and exactly, like the products performance, goods supplying, products price and stock, order status etc. Support the customer to get other documents, like MSDS, certificates of identification, shipping agency and quota etc.
• Tracing and pushing the customer to release orders timely and keep the right amount monthly. Catch the customer new business direction, ensure the customer provide more business with the right information and service. Getting the customer forecast and sales forecast and transfer to relative department for good preparation. At least one time a year about the customer satisfaction survey to make sure the understanding of the customer suggestion. Work closely with the customer to understand each other for building the best cooperation with the customer.
• Prepare the monthly report and other data, reporting the business development issue and suggestions for supporting. Building the system of Quality and EHS within the department. Other works from the supervisor.

EMPLOYEES SUPERVISED

Number of direct reports: None

Number of indirect reports: None

Minimum Requirements

• Bachelor degree or above with minimal
• 1-3 years hands on customer service related experience

• Multi-national company experiences are preferred
• Good English reading and written ability
• Good communication skill, good teamwork skill.
• Excellent technology competence, strong management skills, communication strength & strong ownership.