Customer Service Representative

Position Summary

Customer service representatives must timely and accurately convert customer purchase orders into SCALA system sales orders, timely deliver customer requirements to relevant departments within the company and feedback the confirmed results to customers, and actively do pre-sales and after-sales service work; To provide customers with a full range of logistics services; Do a good job of archiving original documents.

Responsibilities

1. Order processing

- Carefully check information of customer's purchase order, including product information, product price, customer information, and customer's required delivery date, and input it into the SCALA system,

- Review the relevant contents of SCALA sales orders, including product price, product content, customer information, etc. Print out the paper sales orders and send them to customers by email or fax for confirmation after being reviewed and signed by the leader,

- Confirm the delivery time with the Planning Department in a timely manner, and accurately record the order information in the order schedule form

2. Customer service

- Carefully answer customers before placing orders on the price, product loading information, freight quotation and other related information consultation, to ensure that customers can accurately and clearly place orders,

- Timely let customers know the order and payment latest situation, timely inform the specific delivery date of the order, so that customers can get the required freight information accordingly,

- Seriously receive door-to-door customers,

- Timely transfer of customer complaints to relevant departments for analysis of causes and timely inform customers of final solutions and preventive measures.

3. Information communication

- Responsible for transferring customer requirements to the internal department or other relevant departments of the company,

- Responsible for communicating with customers about the problems arising in the cooperation between the two parties and looking for the best solution,

- Confirm the order content, payment status and delivery information with the customer,

Responsible for communicating with logistics partners about customer delivery information

4. Track shipping schedule

- According to customer requirements, negotiate the delivery date with the planning department, and timely feedback the information to the customer, accurately enter the delivery date into the order schedule form,

- Timely track orders and understand the unexpected situation of orders in the production process and timely feedback to customers,

- According to the delivery date arranged by the planning department, timely notify the customer to pick up the goods or notify the logistics partner to deliver the goods,

5. Carefully archive the original documents

6. Take appropriate actions to prevent any inconsistencies related to products, processes and/or systems,

7. Identify and/or document any issues related to products, processes and management systems,

8. Initiate, suggest or provide solutions through designated channels,

9. Verify the implementation of the solution

10. Control the further handling, delivery or installation of non-conforming products until such defect or non-conforming status is corrected,

11. Complete other tasks assigned by superiors

1. College degree or higher.

2. Basic knowledge of domestic and international trade.

3. Basic command of English and Office applications

4. Understand the company's products and related prices.

5. Strong team spirit and can cooperate effectively with colleagues

6. Willingness to support and promote the implementation of the existing quality management system