Role Purpose:
Based in shanghai, to operate as the frontline contact for customers by providing a professional total quality customer service covering queries, order fulfillment, billing, complaint handling and other CSC activities and providing related sales support as well.

Primary Responsibilities:
1.Take customers’ orders and liaise with other order taking functions to ensure that customers’ needs are satisfied, inform the customer promptly in case of delays or problems
2.Accurate identification and recording of customer enquiries with appropriate ownership and resolution by all current and future on-line systems including those which interact with other departments
3.Take responsibility to ensure accurate billing is provided to customer in a timely and consistent manner
4.Take responsibility to manage credit note under company policy to ensure the non-value added activity and service failure are made minimum
5.Achieves personal and team targets regarding internal monitor system
6.Manual dockets management under SAP OTC process and work as an interface streamline OTC cycle
7.Providing related sales support as required
8.Perform other assignments and duties as required by his / her supervisors or the company

Typical Means of Delivery:
Proactive approach to query resolution including trend spotting/root cause analysis
Positive influence the customer perception via professional customer service delivery
Works with Sales & Marketing to implement best commercial practice
Develops and enhances our internal customer service ethos

Skills:
Typically 2+ years experience in commercial/ customer service, or related functions
Excellent oral and written communications skills
an English CET-6 certificate or equivalent qualification
Good interpersonal skill
SAP knowledge, an understanding of basic accounting knowledge is desirable
Available to accept flexible working hours
English skill
Accuracy and high concentration skills

Competencies
Information Sharing
Influencing
Good commercial awareness

Deliverables
Monthly report – query log, order failure, imbalance shipment analysis, KPI and others
Weekly report- order status report
Recommendations for improvements to order fulfillment, billing process, complaint management
Query handling and other sales support