Customer Service Representative / Senior Customer Service Representative

Job description

• Respond clearly, promptly and tactfully to customer inquiries regarding account and transaction status.
• Prepare basic documents for orders received from sales personnel or established customers; record order changes and returned items.
• Notify customers of delivery or production schedule changes and provide periodic reports to customers or management when required.
• Direct inquiries that cannot be resolved directly to the appropriate personnel and follow up on resolution.
• Develop selling prices for standard products according to Product Marketing Manager guidelines and maintain current prices by product/customer.
• Maintain customer forecasts, manage hubs and control stock levels to fulfill customer demand.
• Prepare documents for sample and prototype requests, enter customer RFQs and assist Sales/Marketing with contract review.
• Follow company practices, policies, procedures and safety requirements; exercise the right and duty to raise feedback under RBA.
• For the Senior level: train and guide new or junior Customer Service Representatives.

Requirements

• College education or above.
• Two to four years of related work experience.
• Good spoken Chinese for workplace communication.
• Ability to maintain tact, patience and composure when dealing with customers under stressful conditions.
• Ability to work accurately under pressure and with frequent interruptions.
• Working knowledge of personal computers and SAP.
• Strong diplomacy, issue-handling and problem-solving skills.

Hiring project