I. POSITION PURPOSE:

Carlo Gavazzi is a recognized global leader specializing in the design, manufacturing, and marketing of products and networked solutions for the Industrial Automation and Building Automation industries. It includes multiple technologies for connected Sensors, Relays and Electrical Metering.
Reporting directly to the NSC Manager, the Customer Service Representative is responsible for handling various inquiries, requests, and orders from our customers, ensuring their satisfaction and loyalty. The role involves managing customer relationships through multiple channels, resolving product or service issues, and assisting with accounting, invoicing, logistics, and order planning.
Key Responsibilities
Customer Service:
61 Handle inquiries, requests, and orders from customers, ensuring a high level of satisfaction and loyalty. Effectively manage client queries in a timely manner within the indicated deadlines.
61 Manage customer relationships via telephone, email, and ERP systems.
61 Resolve product or service problems by clarifying customer complaints, determining the cause, selecting and explaining the best solution, expediting corrections or adjustments, and following up to ensure resolution.
61 Prepare product or service reports by collecting and analyzing customer information.
61 Handle complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
61 Maintain records of customer interactions, process customer accounts, and file documents.
61 Register new customers and new orders via an IFS.
61 Go the extra mile to engage customers and build lasting relationships.
Sales Support
61 Update contract or agreement and quotation or mail some products information, etc.
61 While the primary role is to assist and resolve issues, customer service may also engage in upselling and cross-selling activities when appropriate
Products
61 Deal with the defective products mailed by customer (after registration, it will be tested by the engineer, and further arrangements will be made according to the content of the report when the report is issued).
61 Collect and analyze customer information to recommend potential products or services to management.
Logistics & Orders Planning:
61 Plan and track deliveries in collaboration with carriers and the logistics or supply chain department.
61 Support the external sales team by informing them about stock availability.
61 handle incoming orders, process transactions, manage order cancellations, and facilitate product returns or exchanges.
61 Closely coordinate with the warehouse to deal with some emergencies which caused by logistics reasons. Depending on the individual situation, case by case to deal with it.
Accounting & Invoicing:
61 Financial Account Maintenance: Maintain financial accounts by processing customer adjustments.
61 Assist with placement of orders, refunds, or exchanges.
61 Take payment information and other pertinent details such as addresses and phone numbers.
61 Place or cancel orders and answer questions about warranties or terms of sale.
61 Help in check collections and inform customers about credit terms.
61 Support the team in all elements of basic accounting, including statutory accounts, month-end closing, payroll, fixed asset accounting, and operating expenses.
II. MAJOR ACCOUNTABILITY & KEY MEASUREMENT

Customer Satisfaction Score (CSAT): Measures how satisfied customers are with the service they received
Average Response Time:
Description: Measures the average time it takes for a customer service representative to respond to a customer's inquiry.
Order Accuracy Rate:
Description: Measures the accuracy of orders delivered, ensuring they match the customer's request.
IV. QUALIFICATIONS AND EXPERIENCE :

61 High school diploma or equivalent and 3-5 years of experience in the field or in a related area.
61 Proven customer support experience or experience as a Client Service Representative.
61 Willing to move between tasks in order to respond to changing business and customer needs
61 Knowledge in MS Office, with advanced skills in Excel, and experience working with ERP systems (IFS Knowledge preferred, Familiar with CRM systems and practices)
61 Communicative person who likes to learn new things.
61 Ability to express oneself clearly, listen, be emphatic, and to deal with the partner’s problem in an objective and focused manner
61 Team spirit, sociable, cooperative, and customer oriented
61 Good communication skills are important to obtain support from other areas
61 Fluent in English, both written and verbal.
61 Customer orientation and ability to adapt/respond to different types of characters
61 Excellent communication and presentation skills
61 Ability to multitask, prioritize and manage time effectively
61 High level of comfort with a fast-paced environment
61 Ability to work independently, and as part of a team.
61 Basic accounting knowledge and proficiency with financial adjustments.
61 Organizational skills for planning and tracking deliveries.
Work Location： Shanghai or Shenzhen