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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