Lead Customer Service 客戶服務主任

1. Order Management & Customer Servic 訂單管理與客戶服務

Oversee customer order processing in SAP, ensuring order accuracy, timely order confirmation, and effective customer communication. Provide guidance and support to team members to ensure service quality and operational efficiency.
負責監督客戶訂單處理作業，確保訂單資料正確、訂單確認及時，並維持良好的客戶溝通；指導及支援團隊成員，確保服務品質與作業效率。

2. Delivery Commitment & Issue Resolution 交期管理與異常處理

Monitor customer delivery commitments and proactively manage delivery schedules, customer inquiries, complaints, and order-related issues. Lead the resolution of critical issues and coordinate with relevant departments to minimize customer impact.
監控客戶訂單交期與交貨承諾，主動管理交期異動、客戶詢問、客訴及訂單相關異常；主導重大問題的處理，並協調相關部門降低對客戶的影響。

3. Backlog Management & Shipment Coordination未出貨訂單管理與出貨協調

Lead backlog management activities and monitor order fulfillment status to ensure delivery commitments are met. Coordinate with cross-functional teams, including Sales, Planning, Production, Warehouse, and Logistics, to ensure material readiness and timely shipment. Identify delivery risks and drive timely corrective actions.
主導未出貨訂單管理，追蹤訂單履行進度，確保達成交期承諾；協調業務、物料計畫、生產、倉儲及物流等跨部門團隊，確保物料到位與出貨時程，並主動識別交期風險、推動改善措施。

4. Customer Returns & After-Sales Operations客戶退換貨與售後服務管理

Oversee customer loan, sales return, credit/debit note, after-sales service, and RMA processes to ensure timely execution, compliance with company procedures, and effective issue follow-up.
監督客戶借用單、銷貨退回、貸借項通知單、售後服務及退貨維修授權等流程，確保作業及時、符合公司規範，並有效追蹤處理進度。

5. Inventory & Safety Stock Management庫存與安全庫存管理

Monitor inventory levels and safety stock requirements, review inventory reports, and work with relevant teams to identify potential shortages or excess inventory. Support inventory optimization and ensure material availability to meet customer demand.
監控庫存水位及安全庫存需求，檢視庫存報表，與相關部門共同識別缺料或庫存過剩風險，協助優化庫存配置，確保物料供應符合客戶需求。

6. Logistics & Customs Coordination物流與報關協調

Coordinate logistics, shipment arrangements, and customs clearance requirements with internal stakeholders and external service providers. Ensure compliance with applicable shipping procedures and customer requirements.
協調內外部相關單位及物流服務商，處理物流安排、出貨作業與報關需求，確保符合相關出貨流程及客戶要求。

7. Team Leadership & Performance Management團隊領導與績效管理

Lead, coach, and support team members in daily operations. Assign workloads, monitor task progress and team performance, provide guidance on complex cases, and ensure timely completion of operational tasks. Promote knowledge sharing, teamwork, and continuous capability development.
帶領、培育及支援團隊成員執行日常作業，合理分配工作、追蹤任務進度與團隊績效，協助處理複雜案件，確保各項工作及時完成，並促進經驗分享、團隊合作及專業能力提升。

8. Process Improvement & Cross-Functional Collaboration流程改善與跨部門合作

Lead and participate in customer fulfillment and service improvement initiatives. Analyze recurring issues, identify root causes, establish action plans, and collaborate with cross-functional teams to improve operational efficiency, customer satisfaction, and service performance.
主導及參與客戶訂單履行與服務改善專案，分析重複發生的異常問題、找出根本原因、制定改善計畫，並推動跨部門合作，以提升作業效率、客戶滿意度及服務績效。

9. Reporting & Management Support報表管理與主管支援

Prepare and review operational reports and key performance indicators (KPIs), provide regular updates on order fulfillment, backlog, delivery performance, and customer issues, and support management decisions. Perform other duties and projects assigned by the supervisor.
負責製作及檢視營運報表與關鍵績效指標，定期彙報訂單履行、未出貨訂單、交期達成率及客戶異常等狀況，提供管理決策所需資訊，並完成主管交辦的其他任務與專案。