Customer Service Executive (Bilingual Chinese & English speaking)

Job description

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 location, local factories)

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

Coordinate 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

Following-up

• Coordinate & follow up return, defected labels in handling process properly Prepare production schedules
• Follow up schedules
• Prepare daily reports
• Making sure each operation meets shipping date according to sales orders.
• Monitors, analyzes & reports performance of Output reliability, OIP, UEE, UPLH
• Participate or lead process effectiveness and continuous improvement projects.

Qualifications

Bachelor’s degree. 1-2 years related experience. Lead experience preferred. Can Read, write, Speak in English and Chinese. Understanding of applicable computer systems, such as Microsoft Office and function specific software Excellent customer service skills. Strong presentation experience and skills.