Customer Service Representative

Suzhou, China 中国苏州 • Full-time 全职 • Grade 职级: 08 • Employee Group 雇佣类型: Permanent 正式 • Global Region 区域: Asia Pacific 亚太

Your Job 职位概述

As a Customer Service Representative based in Suzhou, you will own the full order-fulfillment process and serve as a key point of contact between customers, sales, operations, and the factory. You will manage orders, inquiries, and complaints with a focus on timeliness, accuracy, and exceptional service within a global manufacturing organization. 作为派驻苏州的客户服务代表，您将全面负责订单履行流程，并作为客户、销售、运营与工厂之间的关键沟通桥梁。您将秉持及时、准确、卓越的服务理念，处理订单、客户咨询与投诉，在一家全球化制造企业中创造价值。

Our Team 我们的团队

You will join a customer-focused team that works closely with sales/FAE, planning, production, and factory partners to deliver responsive, reliable service. Collaboration, attention to detail, and a commitment to exceeding customer expectations are at the heart of how the team works. 您将加入一支以客户为中心的团队，与销售/FAE、计划、生产及工厂伙伴紧密合作，提供快速、可靠的服务。协作、注重细节以及超越客户期望的承诺，是团队工作方式的核心。

What You Will Do 工作职责

• Perform the full order-fulfillment function with timely delivery 及时完成订单的交付
• Raise purchase orders 申请采购订单
• Raise and review RFQs 申请并审核 RFQ
• Coordinate with customers, planners, and production to expedite delivery arrangements 协调客户、计划员和生产，并加快交货安排
• Handle customer inquiries and complaints to achieve a high level of customer satisfaction 处理客户咨询，客户投诉，使客户满意
• Communicate and provide timely responses among customers, sales/FAE, operations, and the factory 与客户、销售/FAE、运营和工厂沟通并提供及时的响应
• Track business activities, generate reports, and perform administrative duties as directed by the CSR Manager 根据 CSR 经理的要求跟踪业务活动，生成报告并履行行政职责
• Work internally with sales/FAE to support sales activities 与销售/FAE 部门合作，支持销售活动
• Diligently manage confidentiality and the housekeeping of contracts with customers, agents, and distributors 负责保密工作，努力维护与客户、代理商和经销商的合同
• Support the CSR Manager, Sales Manager, or VP with corporate presentations, reports, and promotional activities as needed 为 CSR 经理或销售经理或副总裁进行公司演示、报告和促销活动等提供支持

Who You Are (Basic Qualifications) 任职要求（基本资格）

• Minimum diploma with 5 years of order-fulfillment or customer service experience, or an equivalent combination of education and experience in the manufacturing industry. Basic computer skills are mandatory. 最低具备大专文凭，并拥有 5 年订单执行或客户服务经验，或在制造行业具备同等的教育与经验组合；必须具备基本的电脑操作技能。
• Ability to follow instructions and communicate effectively, verbally and in writing, in Mandarin and English 能够按照指示进行有效沟通，能用普通话和英语进行口头和书面沟通
• Ability to keep composure across a variety of distributor- and customer-related situations 能够在各种分销商和客户相关情况下保持冷静
• Excellent interpersonal and communication skills 具有良好的人际关系和沟通技巧
• Must be a team player 必须具有团队精神
• Strong attention to detail and timeliness in day-to-day work 具有较强的日常工作能力，注重细节和及时性
• Commitment to providing exceptional customer service that exceeds customer expectations 提供卓越的客户服务，超越客户期望
• Ability to monitor work to ensure quality, accuracy, and thoroughness 能够监控工作以确保质量，并证明准确性和周密性

What Will Put You Ahead 加分项

• Knowledge of Salesforce or Glovia 熟悉 Salesforce 或 Glovia 软件者优先

Additional Information 额外信息

我们相信不同的视角和背景是公司繁荣发展的原因。所有合格的申请人将无论种族、肤色、宗教、性别、性取向、性别认同、国籍、经济状况、残疾、年龄或任何其他法律保护的特征，均平等考虑就业机会。我们自豪地成为一个以平等和道德为基础的价值观的包容性公司，在这里我们庆祝、支持并拥抱多样性。在招聘过程中，无论何时，Flex-Tek、Smiths Group 或我们的任何招聘合作伙伴都不会要求支付任何费用以启动参与过程 — 包括但不限于面试或测试。通过我们的职业网站直接申请工作以避免欺诈请求。