Customer Service Specialist (客戶服務專員)

LitePoint is seeking a highly motivated individual to join our Service team as a Service Specialist

職位介紹:

LitePoint 誠徵積極主動的 **Service Specialist（服務專員）**加入 Service Team。此職位主要負責客戶服務、RMA 管理、服務報價、訂單處理及物流協調，並與客戶及內部跨部門團隊密切合作，以確保服務流程順暢且有效率。

Responsibilities
1. Customer Support & RMA Management

• Serve as the primary point of contact for service-related inquiries, including warranty information checking, service lead times, and repair/calibration processes.
• Process RMA requests in Salesforce, assign RMA numbers, and coordinate equipment returns with customers.
• Track repair and calibration progress and provide regular status updates to customers.
• Ensure timely communication throughout the service lifecycle.

2. Service Quotation Management

• Develop a thorough understanding of service part numbers and pricing structures, to ensure accurate quotations.
• Prepare service quotations in Salesforce based on customer requirements.
• Deliver quotations to customers via email or customer portals and follow up as needed.

3. Order Management & Booking

• Review customer purchase orders and verify alignment with approved quotations before booking.
• Process customer orders in Salesforce, ensuring accurate data entry and timely updates.
• Manage order changes and resolve hold issues in system.

4. Logistics Coordination

• Coordinate with freight forwarders to obtain shipping quotations and prepare rate comparison analyses as needed.
• Manage domestic shipments within Taiwan, including pickups and deliveries.
• Support overseas customers with import and export-related inquiries and shipment issues.
• Collect required import documentation (service contracts, shipping documents, etc.) from customers and coordinate with the import team.
• Collect the required export information (packing details and freight forwarder), and coordinate to the export team.
• Create shipping requests for RMA cases serviced in the U.S. and coordinate with the U.S. Service Team and Logistics Team for shipment back to customers.

5. Finance & Compliance Support

• Notify customers of shipment and delivery information and upload proof-of-delivery records as required.
• Coordinate with the Finance Team and address special invoicing requirements.
• Liaise with the Legal Team to review customer service agreements.
• Prepare customer-required documentation to support payment processing.
• Assist in customer payment follow-up.

6. Additional Responsibilities

• Prepare service-related reports and support forecasting activities by identifying risks that may impact shipments and revenue recognition.
• Contribute to SOP development and recommend process improvements to enhance operational efficiency.
• Perform other duties and projects assigned by the Service Manager.

工作職責:

1. 客戶服務與 RMA 管理

• 作為客戶服務相關需求的主要聯繫窗口，協助處理保固資訊查詢、服務交期及維修／校正流程等相關問題。
• 於 Salesforce 系統中處理 RMA 申請、建立 RMA 編號，並與客戶協調設備退回事宜。
• 追蹤維修及校正進度，定期向客戶提供最新狀態。確保整體服務流程的客戶溝通即時且順暢。

2. 服務報價管理

• 熟悉服務料號及價格架構，確保報價內容正確。
• 依客戶需求於 Salesforce 系統中準備服務報價。
• 透過 Email 或客戶指定平台提供報價，並依需求進行後續追蹤。

3. 訂單管理

• 審核客戶採購訂單（PO），確認訂單內容與核准報價一致後進行訂單建立。
• Salesforce 系統中處理客戶訂單，確保資料輸入正確並即時更新。
• 處理訂單異動及系統中的訂單 Hold 等相關問題。

4. 物流協調

• 與貨運承攬商（Freight Forwarder）聯繫取得運費報價，並視需要進行運費比較分析。
• 負責台灣境內物流安排，包括取件及配送。
• 協助海外客戶處理進出口相關詢問及運送問題。
• 收集進口所需文件，包括服務合約、出貨文件等，並與內部進口團隊協調。
• 收集出口所需資訊，包括包裝資訊及貨運承攬商資料，並與內部出口團隊協調。
• 針對於美國進行維修服務的 RMA 案件建立 Shipping Request，協調設備寄回客戶。

5. 財務與合規支援

• 提供客戶出貨及到貨資訊，並依需求上傳交貨證明（Proof of Delivery）
• 協調並處理客戶特殊開票需求
• 協調客戶服務合約的審閱
• 準備客戶付款流程所需的相關文件。
• 協助追蹤客戶付款進度。

6. 其他工作職責

• 準備服務相關報表，辨識可能影響出貨及營收認列的風險，並支援預測相關作業。
• 參與 SOP 標準作業流程的建立與優化，提出流程改善建議以提升營運效率。
• 完成 Service Manager 交辦的其他工作及專案。