Customer Service Specialist

Date Posted: June 8, 2019
Reports To: Manager, Customer Service & Logistics, China
Location: Shanghai
Duration: Full-time

Learn more about working in China

Position Summary

Reporting to Manager, Customer Service & Logistics, China, you will be responsible for working with sales manager to identify customer needs and execute annual sales contract. You will work closely with regional supply chain team to ensure a reliable supply to local customer and close coordination with the commercial teams to provide operational & logistics analysis in terms of new market or application development.

Position Responsibilities

  • Be the primary communication channel with customers to achieve high customer satisfaction.
  • Keep  regular  in-person  interaction  with  customers  in  order  to  implement  effective  business  & operation planning and evaluations.
  • Coordinate with Regional Supply Chain planner to arrange product delivery schedule in accordance to the sales contract terms and demand forecast.
  • Responsible for local inventory planning in assigned region to deliver excellent customer service and ensure supreme supply reliability.
  • Ensure all deliveries are invoiced at correct price and payment terms as per the sales contract in a timely manner.
  • Manage logistics activities in assigned region and working closely with local service providers, e.g. terminal companies, surveyors, Import/Export agent, customs agent, etc.
  • Support sales team on customer retention by raising key challenges to internal teams when necessary in order to drive solutions.
  • Collaborate with sales team on exploring new business opportunities and conducting supply and logistics analysis on ad-hoc basis for existing and new customers.
  • Continuously identify work process improvements and communicate to manager.

Position Qualifications

  • University degree or above in chemistry, marketing, logistics or supply chain management
  • Minimum 5 – 8 years’ experience in customer service, account management, logistics or supply chain management, preferably in multinational company
  • Work experience in a B2B customer service environment of advantage
  • Experience in handling bulk liquid cargo is advantageous.
  • Hands on ERP experience is preferred
  • Attention to details
  • Positive attitude and good team player
  • Open-minded and flexible
  • Customer-oriented
  • Good problem-solving skills
  • Ability to work within fast growing environments, passionate and enthusiastic
  • Strong communication and influencing skills
  • Native Chinese and fluency in English, both in verbal and written
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