Customer Service Specialist

Organization

• Function: Sales
• Country:  China
• Location: Suzhou
• Direct Report: Customer Service Manager

Purpose

• Conduct customer service management, perfect customer service system construction, improve customer satisfaction, and achieve the goal of strengthening and maintenance of corporate brand image.

Areas of responsibility

• Be responsible for RoS OEM/factory, like ZELC, etc.
• Upon receiving new orders, check in details CM, qty etc. in line with company procedures.
• Order input in Navision.
• Communicate with international suppliers to ensure delivery on time and trading business operation.
• Documentation based on L/C or other requirements by customers.
• Data analysis on KPI.
• Provide monthly sales forecast report, landing report, gap analysis, weekly sales tracker and all kinds of other reports required.
• Filing on customer order and delivery recorder.
• Coordinate with sales manager and Finance for invoicing and discount on big projects.
• Check stock status before making stock orders.
• Cooperate with other business unit, on time response to customer: cooperative and team spirit.
• Be active in business associations and conferences

Expected results

• All inquiry should be response within 2 working days
• Order input need within 2 working days after getting contract review from Tendering dept.
• If need other function support, forward and aware the support function in 2 working days
• Complaint of wrong information from customer less than 3 times/year
• The yearly average PCA>=85%.
• No violate delivery at the year.
• The invoicing information passes on time.
• The report submits to superior within request lead time.

Required skills and qualifications

• College or above, Major in Commercial management or relative.
• Have the working experience on L/C and trading orders.
• Min. 5 years’ work experiences in customer service. Experience in Cable or Cable Accessories industry is a plus.
• Good knowledge of Cable Accessories product and market.
• Good knowledge of Contract management, offering skill, and relative financial knowledge.
• Good communication skill,both in Chinese and English.
• Know well about the product range, can clearing identify the customer demand and present suitable product at first inquiry, with support from technical engineer in case need.
• Clear know the whole business process.
• Prepare the commercial offer base on sales and marketing information.
• Commercial contract review base on group business rule and regulation.
• Contract management and following up in all process, including contract intake, offering, monitor the delivery and AR status.