Customer Service Representative

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.