Customer Service Executive (Chinese & English Speaking)

Job Description

Job overview: Provide Customer Service in a Call Center or other area of the operations to assigned customers and accounts. Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.

Key responsibilities:

1. Handle order processing in accounts:
- Manage customers' inquiries in terms of order processing, order follow up, pricing integrity, on-time deliveries, orders fulfillment.
- Provide responsive order management support including order entry, or expediting and shipment information to customers
Size of customer: simple/less complexity, ie. RBO sole nomination, factories with one lcoation, local factories)

2. Handle customer complaint:
- Resolve customer complaints professionally and tactfully.
- Negotiate customer product/billing complaints by authorizing returns, requesting returned product testing by internal quality or other staff, submit for approval replacement orders if needed, following up with accountant, sales…related to invoices, payment issues

3. Cooridnate with other department:
- Partner with Inside Sales to assist in achieving sales goals.
- Proactively communicate supply chain issues and provide alternatives.
- Coordinate with Logistics and Operations on capacity planning and scheduling.
- Back-up team-members when workload makes this necessary

4. Following-up:
- Coordinate & follow up return, defected labels in handling process properly

Job Requirement

1. Bachelor’s degree.

2. At least 02 working years related experience in: Customer Service, Supply Chain, Merchandising, Procurement, Order Management...

3. Strong written, verbal skills in both Chinese & English

4. Understanding of applicable computer systems, such as Microsoft Office, Lotus Notes, and function specific software.

5. Excellent customer service & presentation skills.