Customer Service Senior Staff

1. Resolve customers' complaints

• Proactively handle complex cases and customer complaints.
• Propose improvements to CS processes to enhance efficiency and customer satisfaction
• Coordinate closely with customers and relevant departments to handle complaints related to color samples and materials.

2. Follow up on Key in Order

• Verify new customer information, complete required forms, and submit for ERP customer code creation.
• Resolve order-related issues to ensure orders are entered into the system on time.
• Guide, coach, and monitor CS Staff and new hires to ensure compliance with CS procedures

3. Signing Sales Contract, Shipment, Payment and Inventory control

• Prepare sales contracts in accordance with the latest templates issued by Accounting.
• Negotiate with customers and coordinate with Accounting to adjust contract terms when required.
• Escalate unresolved contract issues to management/Accounting for adjustment approval.
• Execute contract annexes for approved changes within the contract validity period.
• Coordinate and monitor shipment arrangements with WH/Logistics/Transportation to ensure on-time delivery.Monitor offset status of cancelled orders and drive payment for non-offset orders per contract terms.
• Track and follow up on overdue payments in accordance with contract terms.
• Push customers to receive stock orders over 30 days to decrease company's FG stock.
• Coordinate and expedite delayed orders with PPC/Purchasing to meet delivery commitments.
• Monitor customer forecast/buy plans and report issues to Sales/Brand in a timely manner.

4. Work with Global OrthoLite to deal with customers' issues

• Contacting with OCN/OID to get information in case orders are transferred from OCN/OID
• Support to handle all issues of customers related to OrthoLite Global

5. Collecting, Summary and Updating reports as required by superior

Experience: At least 3 years of relevant experience; candidates with experience in the footwear and garment industry are preferred.

Education: Priority given to college degree or higher

Foreign language: Excellent English communication skills (all four skills), knowledge of Chinese is an advantage.