Customer Service Representative

Role overview

Customer orders and communication

• Manage the full order process by understanding requirements, entering orders on time, and confirming agreed terms with customers and Sales.
• Communicate promptly with Sales and Customer Service colleagues to resolve customer requests and expectations.
• Communicate with assigned accounts diligently and professionally, with a personal approach.
• Respond to customer communications within 12 hours, including acknowledging receipt and advising on next steps.

Delivery and fulfilment

• Inform production planning of customer delivery expectations and confirm materials are available as agreed.
• Coordinate shipment and delivery dates with logistics and communicate accurate, timely information to customers.
• Help resolve delivery-date issues with customers when internal or external circumstances disrupt plans.
• Follow up to ensure customers open clear, workable letters of credit in time for smooth order fulfilment.

Documents, stock, and complaints

• Distribute order confirmations, shipment and clearing documents, invoices, and certificates on time for internal and external use.
• Regularly provide customers with relevant information, including finished-goods stock levels.
• Document customer complaints through the complaint procedures process and acknowledge receipt within 12 hours.

Required language

• Mandarin, Chinese, French, Thai, or Vietnamese is required; the posting does not specify which one.

Work location

• Work location is in person.