Senior Customer Service Representative

1. Position Information

Job Title: Senior Customer Service Representative

Department: SDC

Job Grade: 171

Location: QingYuan(清远)

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2. Key Responsibilities

1) Order Processing & Management

Receive and review purchase orders from overseas customers verifying key information such as price item quantity lead time technical information and delivery terms;

Accurately and promptly enter customer orders into the SAP system ensuring all data is complete and error-free;

Convert customer orders into purchase orders (POs) for Chinese factories;

Monitor the end-to-end order fulfillment process including production status shipment schedule order changes and exceptions to ensure on-time and accurate delivery.

2) Factory & Internal Coordination

Send purchase orders to the corresponding factories and confirm order acceptance delivery dates and any special requirements (technical information packaging labeling QC standards certificates etc.);

Act as the key communication bridge between customers and factories coordinating order changes (price quantity delivery date specifications etc.) and ensuring changes are clearly understood and properly implemented;

Work closely with Purchasing Supply Chain and Quality teams to ensure orders are completed on time and in compliance with quality requirements.

3) Logistics & Shipment Coordination

Collaborate closely with the logistics team to arrange booking trucking and customs clearance based on production and order status;

Track shipment progress to ensure on-time dispatch and coordinate to resolve issues related to space containers ports etc.;

Check and confirm the accuracy of export documents including packing lists commercial invoices certificates of origin and others and coordinate corrections when needed;

Support the logistics team to ensure transportation mode destination port and delivery terms are in line with customer requirements.

4) Customer Service & Information Management

Provide overseas customers with accurate and timely delivery information including production status ETD and ETA;

Handle customers daily inquiries and requests such as order amendments expediting quality feedback and replenishment arrangements;

Analyze the root cause of customer complaints and exceptions coordinate internal resources to drive closure and respond to customers in a professional manner;

Maintain regular communication with key accounts build strong business relationships and enhance customer satisfaction and loyalty.

5) Team Management & Development

Lead and supervise Order / Customer Service staff including task allocation progress tracking and performance control;

Provide training and coaching on business knowledge SAP system operation and communication skills to enhance the teams overall professionalism;

Participate in the development and optimization of customer service workflows and SOPs continuously improving efficiency and accuracy in order handling;

Regularly summarize team performance and issues prepare reports for management and propose improvement actions.

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3. Qualifications

1) Education

College degree or above preferably in International Trade Logistics Management Business Administration English or related disciplines.

2) Experience

At least 6 years of relevant experience in international customer service sales support order management or supply chain coordination;

Experience in serving overseas customers and working with Chinese factories is highly preferred;

Experience in leading a small team (even 12 people) or being a key member in the team is a strong plus.

3) Professional Skills

Solid understanding of end-to-end international order processes from order intake PO issuance production follow-up to shipment and after-sales;

Proficient in SAP for order entry query and tracking;

Proficient in MS Office (Excel Word Outlook) with strong skills in data checking and basic report preparation;

Knowledge of international trade terms (INCOTERMS) common payment terms (T/T L/C etc.) and basic export procedures is preferred;

Good command of written English for professional email communication with overseas customers; good spoken English is a plus;