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.
• Demonstrated advanced knowledge of Microsoft Power Platform (Power Automate, Power Apps) and Artificial Intelligence solutions, including Microsoft Copilot. Ability to leverage these technologies to streamline processes, automate workflows, develop business applications, and drive digital transformation initiatives.

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