Customer Service Executive

1. Order Management & Operations

• Process sales transactions in the ERP system (SO, SI, WS) and manage the full order lifecycle from receipt to delivery.
• Execute returns and exchanges (SOR) in compliance with company procedures.
• Ensure all documentation is complete and system data is accurate for timely fulfillment.

2. Pricing & Compliance Support

• Verify pricing on orders and flag discrepancies to the Sales team.
• Prepare and submit price exception requests with necessary justification for management approval.

3. Logistics & Fulfillment Coordination

• Coordinate delivery schedules and inventory availability directly with customers and the logistics team.
• Track shipment status and provide customers with regular updates on lead times.
• Assist in preparing operational reports regarding logistics performance and order status.

4. Customer Service & Relationship Management

• Act as the primary contact for customer inquiries, ensuring prompt and professional resolution of issues.
• Maintain positive customer relationships through proactive communication.
• Document customer feedback to help improve service quality.

5. Reporting & Administrative Support

• Generate regular reports on order status and operational KPIs for management review.
• Ensure daily tasks comply with company SOPs and identify ways to streamline workflows.
• Perform additional administrative duties as assigned by the CS Manager.

• Education: Bachelor’s degree in Business Administration, Economics, Supply Chain, or a related field.
• Experience: Minimum 2–3 years of experience in Customer Service, Sales Operations, or Business Support
• Languages: Fluency in Chinese or English is required.
• System Proficiency: Strong hands-on experience with ERP/CRM systems and order management workflows.
• Operational Skills: Proven ability to handle high-volume data entry and order processing with high accuracy.
• Problem Solving: Ability to resolve customer issues independently and escalate complex cases appropriately.
• Tech Savvy: Proficiency in MS Office; familiarity with AI tools or automation platforms is an advantage.