Customer Service Executive (B2B)

Mandarin Chinese & English

Responsibilities:

1. Manage B2B customer orders from order placement through delivery, ensuring accuracy and timely follow-up.
2. Handle customer inquiries and provide prompt support via phone, email, and other communication channels.
3. Set up and maintain customer accounts, ensuring customer information and related records are accurate and up to date.
4. Coordinate with customers, suppliers, subcontractors, and internal departments to ensure smooth order and delivery processes.
5. Work closely with Production Planning and relevant teams to meet customer requirements and delivery schedules.
6. Coordinate and follow up on customer complaints, product returns, quality issues, and delivery concerns with the relevant internal teams.
7. Follow up with Far East suppliers and subcontractors regarding order status and deliveries.
8. Prepare and maintain open order lists, shipment records, statistics, and other reports for internal and external reference.
9. Update monthly currency factors, price lists, and shipment-related reports as required.
10. Monitor and follow up on customer interactions and ensure appropriate actions are taken.
11. Conduct annual customer satisfaction surveys and consolidate the results for internal review.
12. Support the review and monitoring of Key Performance Indicators (KPIs) in line with the company's Hoshin Plan.
13. Identify and report operational issues promptly and recommend appropriate solutions where required.
14. Perform other duties and projects as assigned by the supervisor.

Requirements:

1. Bachelor's Degree in Business Administration, Sales, Customer Service, or a related field.
2. Minimum 2 years of experience in Customer Service, Sales Support, Sales Administration, or a related B2B role.
3. Fluent in Mandarin Chinese and English, both written and spoken.
4. Good understanding of customer service principles and practices.
5. Good communication, interpersonal, and problem-solving skills.
6. Proficient in MS Office, particularly Word and Excel.
7. Strong coordination and follow-up skills with the ability to manage multiple tasks.
8. Able to work independently as well as effectively within a team.
9. Service-minded, detail-oriented, and responsible in handling customer requirements.