Job Description
Position Summary: Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales support functions. Responds to in-bound, routine customer inquiries regarding sales, product information, services, order status, complaints, and other general questions. Updates databases and customer account records.
Key Responsibilities:
- Check booking document aligned to booking policy.
- Sales contract negotiation with customers on commercial T&C .
- Apply to create new customer account, and extend new material in ERP.
- Create & update sales orders in ERP, while ensure the accuracy of the data input.
- Closely communicate with customer & sales to understand the order status (Lab / DEP / Payment...) and maintain the information in system.
- Coordinate with customers on collecting payment & L/C, and notify finance team
- Send shipping instructions to buyer or warehouse, timely track the shipping date.
- Coordinate with logistics team to expedite shipment. Provide shipping documents to customer and assist them to solve problem.
- Billing upon revenue policy, and support finance to complete internal audit.
- Apply VAT Invoice upon completion of delivery.
- Timely send installation notice to service team.
- Tracking A/R collection ASAP
- Keep efficient communication with relevant departments to ensure a total smooth order-to-cash flow.
- Capable to maintain and make relevant business reports and provide analysis upon request to drive improving actions.
- Prepare CS reports, provide insights through data analysis, and drive continuous improvement to improve CS related performance.
- Has deep understanding of business mode, could drive actions to promote revenue pacing.
- Participant or lead CS related projects
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Qualifications:
Knowledge or Experience:
- At least 5 years of customer service relevant experience
- Office software
- International trading knowledge
- ERP system knowledge & Operation
- Warehouse and logistic knowledge
- Practical process improvement or continues improvement relevant experience
Capability:
- Oral & Written English
- Excellent Communication skill
- Good Influence with strong cross-function collaboration
- Strong logical thinking, good at data analysis
- Risk management capability
- Problem solving
- Project management (e.g. process optimization etc.)