PURPOSE OF JOB:
To maintain China customers’ orders, calls and complaints, as well as support team leader on regular tasks like distributor survey collection, weekly billing forecasting, reports and etc.
PRINCIPAL ACTIVITIES / DUTIES:
1. Processes the customer's order, complain and special demand etc. by entering into company systems and communicate with relevant departments timely and accurately
- Monitors and ensures orders shipping schedule to meet customer requirements, especially the urgent air orders
- Reports and handles customer complains of products quality through CXI and E-mail
- Verifies customer requests are processed correctly and special handling orders are expedited
- Analysis backlog orders to push shipping the reserved orders
- Drafts reports to Customer Service Supervisor to monitor billing and reflect customer’s demands
2. Manages internal and external customers with Graco policy
- Understands and able to correctly work with Graco policy.
- Follows defined policies and procedures to maintain efficient customer service cycle, following logical and systematic approaches.
- Interacts effectively and professionally with others and able to initiate, establish and maintain highly effective relationships with customers.
3. Others
- Work with logistics team for on time local delivery to customers in cost-effective ways.
- Update and maintain Delivery Status Reporting information.
- Organizes online trainings to customers
- Attends face to face visiting to relevant customers in different cities in China regarding to schedule
- Organizes online survey to collect customer satisfaction information
- Attends Call to Action-inquiry through Call to transfer new customer demands to relevant division
- Replies customer questions through Customer Service public e-mail
- Other duties required if apply
Essential Qualifications:
1. College or University degree or equivalent
2. 2+ years’ professional experience in a service excellence role or an equivalent combination of education and experience. Experience in Free Trade Zone environment or logistics position of manufacturing company would be advantageous.
3. Sales and customer oriented. Strong attention to detail, accurate and maintains quality and productivity expectations.
4. Good English reading, writing and speaking skills.
5. PC user skills of Office, mailbox and etc.
6. Interpersonal skills