Customer Service Specialist 客服专员

Responsibilities
·
Manage sales order intake,
process and confirm orders within 24 hours.
·
Monitor call-offs, delivery
lead times, pricing, and inform account management and customer s.
·
Resolve order blocks in
collaboration with Sales, Planning, Finance, and PA.
·
Handle customer complaints,
maintain CRM, and manage return orders and related documentation.
·
Keep stakeholders updated on
order status and risks, propose alternatives when needed.
·
Taking turns to answer the 400
hotline and forward customer complaints to relating functional teams for
follow-up and resolution.
·
Support payment follow-up,
maintain customer master data, and handle special assignments like focal point
or small projects.

工作职责：
· 收到客户需求后，在24小时内负责销售订单的接收、处理和确认。
· 监控提货、交货周期，并通知销售团队和客户。
· 与销售、计划、财务及流程管理团队协作，解决订单阻塞问题。
· 处理客户投诉，维护客户关系管理系统，管理退货订单及相关文件。
· 及时向相关方通报订单状态和潜在风险，必要时提出替代方案。
· 与团队成员轮流接听400热线，并将客诉转至对应职能跟进处理
· 协助跟进付款情况，维护客户主数据，担任后备支持，承接专项任务（如担任项目对接人或小型项目执行）。

Qualifications

·
Bachelor’s degree or above
·
Strong English reading and
writing skills, listening and speaking ability preferred.
·
2 years+ of experience in
customer service or supply chain.
·
Proficiency in Microsoft Office
and SAP.
·
Ability to work in a
multicultural environment with strong communication and teamwork skills.

任职要求：
· 本科以上学历
· 具备较强的英语读写能力，听说能力加分
· 至少2年客户服务或供应链相关工作经验
· 熟练使用Microsoft Office及SAP系统
· 能够在多元文化环境中工作，具备良好的沟通能力和团队协作能力