Customer Service Support Associate (1 year contract)
Salary undisclosed
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- Acknowledge new orders and process them in a timely manner.
- Maintain and commit to accurate Customer Requested Dates in the ERP system.
- Any delays or extended lead times must be communicated to clients immediately.
- Consistently assist the business in achieving its sales goals (both revenue numbers and deadlines).
- Updating forecast reports with risks and opportunities for the CS Supervisor.
- Coordination of activities with many departments, including logistics, technical support, and sales.
- Execute timely shipping arrangements with customers
- Active use of Salesforce for communications, orders, and customer complaints.
- Investigating and resolving client issues
- Committed to effective backorder management, not allowing orders to become overdue.
- Resolve any backorder-related issues with internal and external stakeholders. Proactive in notifying the CS Supervisor of any difficulties in a timely way.
- Active engaging with overseas internal factories to ensure seamless execution.
- Appropriate Salesforce escalation of complaint cases to the QA manager, L&D department, and management.
- Monitor the status of complaints and ensure that they are resolved and closed in a timely way.
- Increase solution-focused customer service.
- Coaching team members
- Backup other Customer Service Executive when they are not available.
- On time delivery report
- Backorder report
- Aging orders report
- Revenue forecast report
- Salesforce complaint cases report
- Good cooperation, communication, and a good team player with all internal and external stakeholder.
- Ensure clear roles and responsibilities between the functions and free up outside sales for more face time with customers.
- Strong focus on backorder management. Close monitoring and cleaning up those stagnant and/or aged orders.
- Registration and management of all complaints, RMAs, credits, and related cost in Salesforce.
- 3 years+ successful Customer Service experience
- Good communication skills
- Language: Fluent in English and Mandarin
- Passionate about customer service and excellent telephone manner
- High level of integrity and able to work under stress with on-time deliverables
- Good communication and interpersonal skills
- Good planning and prioritization skills
- Self-starter and independent
- Meticulous and an initiative individual
- Knowledge of the import & export regulations relevant for countries in the region
- Experience in SAP, JDE, Salesforce, MS Office
- Competitive salary in a MNC environment
- Comprehensive benefits package
- On the job/cross training opportunities
- Encouraging and collaborative team environment
- Dedication to safety through our Zero Harm policy
- Acknowledge new orders and process them in a timely manner.
- Maintain and commit to accurate Customer Requested Dates in the ERP system.
- Any delays or extended lead times must be communicated to clients immediately.
- Consistently assist the business in achieving its sales goals (both revenue numbers and deadlines).
- Updating forecast reports with risks and opportunities for the CS Supervisor.
- Coordination of activities with many departments, including logistics, technical support, and sales.
- Execute timely shipping arrangements with customers
- Active use of Salesforce for communications, orders, and customer complaints.
- Investigating and resolving client issues
- Committed to effective backorder management, not allowing orders to become overdue.
- Resolve any backorder-related issues with internal and external stakeholders. Proactive in notifying the CS Supervisor of any difficulties in a timely way.
- Active engaging with overseas internal factories to ensure seamless execution.
- Appropriate Salesforce escalation of complaint cases to the QA manager, L&D department, and management.
- Monitor the status of complaints and ensure that they are resolved and closed in a timely way.
- Increase solution-focused customer service.
- Coaching team members
- Backup other Customer Service Executive when they are not available.
- On time delivery report
- Backorder report
- Aging orders report
- Revenue forecast report
- Salesforce complaint cases report
- Good cooperation, communication, and a good team player with all internal and external stakeholder.
- Ensure clear roles and responsibilities between the functions and free up outside sales for more face time with customers.
- Strong focus on backorder management. Close monitoring and cleaning up those stagnant and/or aged orders.
- Registration and management of all complaints, RMAs, credits, and related cost in Salesforce.
- 3 years+ successful Customer Service experience
- Good communication skills
- Language: Fluent in English and Mandarin
- Passionate about customer service and excellent telephone manner
- High level of integrity and able to work under stress with on-time deliverables
- Good communication and interpersonal skills
- Good planning and prioritization skills
- Self-starter and independent
- Meticulous and an initiative individual
- Knowledge of the import & export regulations relevant for countries in the region
- Experience in SAP, JDE, Salesforce, MS Office
- Competitive salary in a MNC environment
- Comprehensive benefits package
- On the job/cross training opportunities
- Encouraging and collaborative team environment
- Dedication to safety through our Zero Harm policy