Job Title: Customer Service Officer
职位名称: 客服专员


1. PRINCIPAL ACCOUNTABILITIES 主要工作职责
- Responsible to manage customers’ orders in SAP accurately and timely according to standard order flow. Ensure on time delivery to customer and keep customer well informed of delay in case of problems.
根据标准的订单流程，准确、及时地管理SAP客户订单。确保准时交货给客户，并在出现问题时及时通知客户。

- Assist sales force and finance team to deal with customer’ payment and credit issue in good manner.
协助销售和财务团队妥善处理客户的付款和信用问题。

- Work as a contact point to answer sales’ enquiries and request for information like list price, sales volume and product details within CS knowledge.
作为联络人，在客服所知范围内回答销售人员的咨询，如报价单、销量和产品细节等信息。

- Handle customer’ feedback and complaint on product and delivery, etc. Keep a good track on open cases of complaints and get to final solution agreed by customer.
处理客户对产品、发货等的反馈和投诉。对公开的投诉案件保持良好的跟踪，并得到客户同意的最终解决方案。。

- Perform other assignments and duties as required by his / her supervisors or the Company..
完成上级或公司安排的其他任务。

- Recommendations for improvements to order fulfilment, billing process, complaint management, query handling and other sales support.
对订单履行、账单处理、投诉管理、查询处理和其他销售支持方面的改进建议。

- Demanding planning accordingly.
根据领导要求做需求计划测算



3. JOB REQUIREMENTS 职位要求
a) Education 教育背景:
College degree in logistics, chemical related majors, or international trade
大专物流、化学、国际贸易或相关专业

b) Experience 工作经历:
- 3 years’ experience in commercial/ customer service, or related functions for assistant
3年以上贸易、客户服务或相关职能支持工作经验

- Experience in a western company is a plus
外企工作经验尤佳

c) Competency and Skills 能力技术要求:
- Well organized
具备有序的工作习惯

- Problem solving
善于解决问题

- SAP operation & excel function
熟悉SAP系统和Excel表格

- Good communication skill
良好的沟通能力

- Fluent English written communication skills
良好的英语沟通能力