Senior Customer Service Representative

Senior Customer Service Representative

Receive and review purchase orders from overseas customers, verifying key information such as price, item, quantity, lead time, technical information and delivery terms.

Accurately and promptly enter customer orders into the SAP system, ensuring all data is complete and error-free.

Convert customer orders into purchase orders (POs) for Chinese factories.

Monitor the end-to-end order fulfillment process, including production status, shipment schedule, order changes and exceptions, to ensure on-time and accurate delivery.

Send purchase orders to the corresponding factories, and confirm order acceptance, delivery dates and any special requirements (technical information, packaging, labeling, QC standards, certificates, etc.).

Act as the key communication bridge between customers and factories, coordinating order changes (price, quantity, delivery date, specifications, etc.) and ensuring changes are clearly understood and properly implemented.

Work closely with Purchasing, Supply Chain and Quality teams to ensure orders are completed on time and in compliance with quality requirements.

Collaborate closely with the logistics team to arrange booking, trucking and customs clearance based on production and order status.

Track shipment progress to ensure on-time dispatch, and coordinate to resolve issues related to space, containers, ports, etc.

Check and confirm the accuracy of export documents, including packing lists, commercial invoices, certificates of origin and others, and coordinate corrections when needed.

Support the logistics team to ensure transportation mode, destination port and delivery terms are in line with customer requirements.

Provide overseas customers with accurate and timely delivery information, including production status, ETD and ETA.

Handle customers' daily inquiries and requests, such as order amendments, expediting, quality feedback and replenishment arrangements.

Analyze the root cause of customer complaints and exceptions, coordinate internal resources to drive closure, and respond to customers in a professional manner.

Maintain regular communication with key accounts, build strong business relationships and enhance customer satisfaction and loyalty.

Lead and supervise Order / Customer Service staff, including task allocation, progress tracking and performance control.

Provide training and coaching on business knowledge, SAP system operation and communication skills, to enhance the team's overall professionalism.

Participate in the development and optimization of customer service workflows and SOPs, continuously improving efficiency and accuracy in order handling.

Regularly summarize team performance and issues, prepare reports for management and propose improvement actions.