Customer Service Executive (Chinese Speaking)

1. Handle order processing in accounts:

• Manage customers' inquiries in terms of order processing, order follow-up, pricing integrity, on-time deliveries, and order fulfillment.
• Provide responsive order management support, including order entry, expediting, and shipment information to customers
• Size of customer: simple/less complexity, ie. RBO sole nomination, factories with one location, local factories)

2. Handle customer complaints:

• Resolve customer complaints professionally and tactfully.
• Negotiate customer product/billing complaints by authorizing returns, requesting returned product testing by internal quality or other staff, submitting replacement orders for approval if needed, and following up with the accountant, sales…related to invoices and payment issues

3. Coordinate with other departments:

• Partner with Inside Sales to assist in achieving sales goals.
• Proactively communicate supply chain issues and provide alternatives.
• Coordinate with Logistics and Operations on capacity planning and scheduling.
• Back up team members when workload makes this necessary

4. Following-up:

• Coordinate & follow up on returning defective labels in the handling process properly
• Prepare production schedules
• Follow up schedules; prepare daily reports
• Making sure each operation meets shipping date according to sales orders.
• Monitor, analyze, and report performance of Output reliability, OIP, UEE, UPLH
• Participate in or lead process effectiveness and continuous improvement projects.

• Bachelor’s degree.
• 1-2 years of related experience. Lead experience preferred.
• Can read, write, and speak English and Chinese.
• Understanding of applicable computer systems, such as Microsoft Office and function-specific software.
• Excellent customer service skills.
• Strong presentation experience and skills.