Customer Service Specialist

Job Description

Ensure the customer side and internal factory always be connected to avoid any miscommunication. Convey customer demand, find the right person in charge and provide timely action. “Customer-first” is the discipline that this role needs to bear in mind always, the prompt action we take and service quality we provide may possibly decide how fast the company business grow and how concrete the relationship with customers stand.

1. Order Management

1.1 Have customers' orders input in CMP/SAP and provide order confirmation timely.

1.2 Delivery schedule update and follow-up timely.

1.3 Quick action and responsiveness to customer's inquiries.

2. CRD (Customer Required Delivery Date) update

1.1 Keep all outstanding sales orders updated in SAP.

1.2 Timely delivery update and follow-up to customer.

1.3 Timely ship alert provide when shipment arranged.

3. DN (Delivery Note) creation

On time DNs creation and monitoring in SAP to ensure shipments arranged to customer as committed.

4. RMA (Returned Materials Analysis) management

4.1 Timely proceed of customer RMA request, create ticket in CMP/Salesforce, input into SAP.

4.2 Weekly RMA status update/ FAR sending/replacement order creation/return shipment arrange.

5. Credit management

5.1 Assist sales and financial team to interactively communicate with customers for on time payments.

5.2 Timely follow-up for the past due payment until paid.