As the key communication bridge between the 3PL company and the automotive OEM in the in-plant logistics project, this position focuses on accurate information transmission, multi-faceted communication and coordination, and excellent customer relationship maintenance. It ensures the close alignment of customer needs with the company's operational services, facilitates the smooth progress of the project, and continuously improves customer satisfaction. English is the main working language to ensure smooth international business communication.
Customer Requirement Information Collection and Transmission
85Actively establish regular and in-depth communication channels with automotive OEM customers through various means (such as regular meetings, on-site visits, online communication, etc.) to comprehensively collect all kinds of requirements of customers in the in-plant logistics project regarding warehouse operation management and material distribution, including but not limited to service quality expectations, special business needs, process improvement suggestions, etc.
85Sort, classify and analyze the collected customer requirements in detail, transform them into clear, accurate and operable information documents or task lists, and timely transmit them to the internal operation team. At the same time, provide detailed background explanations and interpretations to ensure that the operation team can fully understand the customer's intentions and key points of requirements, providing a strong basis for the formulation and implementation of subsequent service plans.
Operation Information Feedback and Communication Coordination
85Receive key information from the internal operation team in the process of warehouse operation management and material distribution, such as service progress updates, potential problem warnings, resource allocation needs, etc. Integrate and refine this information and feed it back to the automotive OEM customers in a professional and timely manner, enabling customers to keep abreast of the project operation status in real time.
85Build an efficient communication platform between the customer and the operation team, coordinate differences or misunderstandings that may arise between the two parties in business processes, technical standards, time arrangements, etc., promote consensus between the two parties and jointly promote the progress of the project. For major issues or emergencies, timely organize cross-departmental meetings or special communication to ensure that problems are quickly resolved and avoid adverse effects on the customer's business.
Customer Relationship Maintenance and Optimization
85Develop and implement a customer relationship maintenance plan. Through regular customer return visits (by phone, email, on-site visits, etc.), organizing customer satisfaction surveys, and carrying out customer care activities (such as holiday greetings, birthday wishes, exclusive promotional activities, etc.), enhance the customer's sense of identity and loyalty to the company. Timely understand the new and potential needs of customers and provide clues for the company's business expansion.
85As the customer service representative, actively handle customer complaints and suggestions. Adhering to the principle of customer ***, respond quickly to customer demands, coordinate internal resources to formulate solutions, and track the implementation effect of the solutions until the customer is satisfied. Through an efficient problem-solving mechanism, transform the customer's negative experience into an opportunity to improve customer relationships and establish a good brand image of the company.
Data Collation and Analysis Support
85Assist in establishing and improving the customer service data management system, collect, collate and manage data information related to customer demand response, communication records, satisfaction evaluation, etc., ensuring the accuracy, completeness and timeliness of the data.
85Conduct preliminary analysis of customer service data, such as statistical analysis of the types and frequency distribution of customer needs, calculation of customer satisfaction scores and trend changes, analysis of hot issues in complaints, etc., provide data insights and decision support for the company's management, and help the company optimize service processes, improve service quality, and rationally allocate resources.
Project Documentation Management and Knowledge Inheritance
85Be responsible for sorting and archiving various types of document materials in the customer service process, including customer requirement documents, communication records, meeting minutes, solution reports, etc., and establish a complete project knowledge base for team members to consult and learn from at any time.
Candidate Requirement
61Bachelor's degree or above, majoring in logistics management, supply chain management, international trade, business English or related fields is preferred.
61Have more than 5 years of customer service management experience, including at least 3 years of customer liaison work in the logistics industry or automotive supply chain field. Those familiar with the in-plant logistics business model of automotive OEMs are preferred.
61Have rich experience in customer communication and relationship maintenance, be able to independently handle complex customer problems and complaints, and effectively coordinate internal and external resources to meet customer needs.
61Language Skills: Proficient in English, with excellent listening, speaking, reading and writing abilities. Be able to communicate, write reports and emails freely in English in business scenarios. English level reaches CET-6 or equivalent or above.
61Office Software: Proficient in Office software (Word, Excel, PowerPoint, etc.), be able to skillfully use Excel for data collation and simple analysis, and have good document writing and presentation reporting abilities.
61Communication and Collaboration: Have excellent communication and coordination abilities, be able to establish good cooperative relationships with customers and internal colleagues of different personalities and levels, have excellent team spirit and cross-departmental communication ability, and be able to work effectively in a multicultural environment.
61Problem Solving: Have strong problem analysis and solving abilities, be able to quickly understand the core of customer problems, formulate reasonable solutions, and effectively follow up the implementation. Have good adaptability and crisis handling experience, be able to remain calm under pressure and properly handle various emergencies.
61Customer Service Awareness and Responsibility: Have a high sense of customer service and responsibility, always focus on customer satisfaction, actively provide high-quality services to customers, and have a keen insight and response ability to customer needs.
61Learning Ability and Self-improvement Awareness: Have strong learning ability and self-improvement awareness, be able to actively pay attention to industry trends and market changes, constantly learn new knowledge and skills, improve their comprehensive quality and business ability, and adapt to the continuous changes of the company's business development and job requirements.
61Stress Resistance and Emotional Management Ability: Be able to maintain a positive and optimistic attitude in a high-intensity and high-pressure work environment, efficiently complete various work tasks, have a rigorous work attitude and strong time management ability, and ensure the accuracy and timeliness of work.