Customer Service Representative

Work Schedule

Environmental Conditions

Job Description

Position Summary

Serve as the primary operational interface between customers Sales Supply Chain Finance and other cross-functional teams. Responsible for end-to-end order management customer support sales operations coordination and business process execution to ensure customer satisfaction revenue realization and operational excellence.

Key Responsibilities

Order Management & Customer Service

• Manage the complete Quota-to-Cash (QTC) process from order receipt through delivery and billing.
• Create update and maintain sales orders in ERP systems ensuring data accuracy and compliance with company policies.
• Monitor order status and proactively manage open blocked delayed or at-risk orders.
• Coordinate with customers Sales Supply Chain Logistics and Finance teams to resolve order issues and ensure timely delivery.
• Provide shipment updates shipping documentation invoice support and post-order follow-up.
• Handle customer inquiries complaints and escalation cases in a timely and professional manner.
• Support customer account creation material extension and system master data maintenance.

Sales Operations Support

• Support sales teams with quote order pricing and commercial process execution.
• Conduct order and quote research issue resolution and order administration activities.
• Support sales forecasting revenue pacing tracking backlog management and business reporting.
• Maintain sales-related systems to ensure data accuracy completeness and compliance.
• Proactively identify risks and opportunities related to revenue backlog inventory and customer commitments.
• Support territory planning quota administration and other sales operational activities as required.

Cross-functional Coordination

• Partner closely with Sales Finance Credit Legal Customer Service Supply Chain Logistics and Marketing teams to ensure smooth business operations.
• Support collection activities invoice management VAT processing and audit requirements.
• Coordinate shipment expedites customer escalations and supply recovery activities when required.
• Drive process improvements and operational efficiency initiatives.

Reporting & Continuous Improvement

• Maintain operational dashboards and business reports.
• Analyze order backlog inventory forecast and revenue trends to support decision-making.
• Identify process gaps and recommend improvement actions.
• Participate in projects related to system enhancement process optimization and business transformation.

Qualifications

Education

• Bachelors degree in Business Administration Supply Chain Operations Information Technology or a related field.

Experience

• 35 years of experience in Customer Service Sales Operations Order Management Supply Chain or related functions.
• Experience working in multinational environments preferred.
• Experience with QTC (Quota-to-Cash) processes preferred.

Knowledge & Skills

Technical Skills

• ERP systems:SAP/E1/Kingdee
• CRM systems (Salesforce preferred)
• Microsoft Office (Excel PowerPoint Outlook)
• Order Management & Customer Service processes
• Sales Operations and Forecast Management
• Supply Chain & Logistics fundamentals

Core Competencies

• Strong customer focus
• Excellent communication and stakeholder management skills
• Strong analytical and problem-solving capability
• Cross-functional collaboration and influencing skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong ownership and accountability
• Risk identification and escalation management
• Continuous improvement mindset

Language

• Fluent in both written and spoken English and Chinese.