Customer Service Representative

Job description

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Position Summary Serve as the primary operational interface between customers, Sales, Supply Chain, Finance, and other cross-functional teams. Responsible for end-to-end order management, customer support, sales operations coordination, and business process execution to ensure customer satisfaction, revenue realization, and operational excellence. Key Responsibilities Order Management & Customer Service Manage the complete Quota-to-Cash (QTC) process from order receipt through delivery and billing. Create, update, and maintain sales orders in ERP systems, ensuring data accuracy and compliance with company policies. Monitor order status and proactively manage open, blocked, delayed, or at-risk orders. Coordinate with customers, Sales, Supply Chain, Logistics, and Finance teams to resolve order issues and ensure timely delivery. Provide shipment updates, shipping documentation, invoice support, and post-order follow-up. Handle customer inquiries, complaints, and escalation cases in a timely and professional manner. Support customer account creation, material extension, and system master data maintenance. Sales Operations Support Support sales teams with quote, order, pricing, and commercial process execution. Conduct order and quote research, issue resolution, and order administration activities. Support sales forecasting, revenue pacing tracking, backlog management, and business reporting. Maintain sales-related systems to ensure data accuracy, completeness, and compliance. Proactively identify risks and opportunities related to revenue, backlog, inventory, and customer commitments. Support territory planning, quota administration, and other sales operational activities as required. Cross-functional Coordination Partner closely with Sales, Finance, Credit, Legal, Customer Service, Supply Chain, Logistics, and Marketing teams to ensure smooth business operations. Support collection activities, invoice management, VAT processing, and audit requirements. Coordinate shipment expedites, customer escalations, and supply recovery activities when required. Drive process improvements and operational efficiency initiatives. Reporting & Continuous Improvement Maintain operational dashboards and business reports. Analyze order, backlog, inventory, forecast, and revenue trends to support decision-making. Identify process gaps and recommend improvement actions. Participate in projects related to system enhancement, process optimization, and business transformation. Qualifications Education Bachelor's degree in Business Administration, Supply Chain, Operations, Information Technology, or a related field. Experience 3–5 years of experience in Customer Service, Sales Operations, Order Management, Supply Chain, or related functions. Experience working in multinational environments preferred. Experience with QTC (Quota-to-Cash) processes preferred. Knowledge & Skills Technical Skills ERP systems:SAP/E1/Kingdee CRM systems (Salesforce preferred) Microsoft Office (Excel, PowerPoint, Outlook) Order Management & Customer Service processes Sales Operations and Forecast Management Supply Chain & Logistics fundamentals Core Competencies Strong customer focus Excellent communication and stakeholder management skills Strong analytical and problem-solving capability Cross-functional collaboration and influencing skills Ability to manage multiple priorities in a fast-paced environment Strong ownership and accountability Risk identification and escalation management Continuous improvement mindset Language Fluent in both written and spoken English and Chinese.