Customer Service Representative

1. Order Processing

• Enter and maintain customer orders accurately in the ERP system.
• Follow standard SOPs for order creation, changes, confirmations, and delivery alignment.
• Monitor order blocks, missing information, and routine pricing issues and escalate when needed.

2. Customer Support

• Manage daily customer inquiries regarding order status, delivery, documentation, or general requests.
• Work with Logistics, Supply Chain, and Planning to align shipments and resolve simple order‑related issues.
• Support onboarding of new customer accounts by following defined procedures.

3. Process & Policy Compliance

• Ensure adherence to global OM processes, quality requirements, and customer‑specific guidelines.
• Maintain accurate documentation to support internal controls and audits.

4. Cross‑Functional Collaboration

• Partner with CSB, COD, Supply Chain, and Finance to secure smooth order‑to‑cash flow.
• Escalate non‑standard cases to Senior CSR or the team manager as appropriate.

5. KPI & Reporting Support

• Update daily trackers, backlog reports, or customer performance metrics as assigned.
• Support exception monitoring and help validate data accuracy.

6. Continuous Improvement

• Provide feedback on process gaps, recurring issues, or customer concerns.
• Participate in training, team meetings, and roll‑outs of new SOPs or systems.

Requirement:

• Bachelor’s degree in business, Operations, Supply Chain, or similar field
• 1–3 years of experience in order management, customer service, or administrative support.
• Basic understanding of ERP systems (SAP experience is a plus).
• Strong communication, accuracy, and customer service mindset.
• Ability to follow structured processes and handle routine problem solving.
• Fluent English is essential, and good Mandarin skills are an added benefit

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