Customer Service Executive

Job Responsibilities

• Serve as the primary point of contact for customers, addressing inquiries, providing information, and resolving issues in a timely and professional manner.
• Receive and process customer orders, including order entry, order confirmation, and order status updates, ensuring accuracy and completeness of order information.
• Coordinate with internal departments, including sales, production, shipping, and finance, to ensure timely order fulfilment and delivery to meet customer requirements.
• Communicate with customers regarding order status, delivery schedules, shipping updates, and any changes or delays in production or delivery.
• Handle customer complaints, concerns, and requests for returns or replacements, following established procedures and protocols to resolve issues to the customer's satisfaction.
• Maintain customer records, order files, and documentation accurately and confidentially, ensuring compliance with data protection and privacy regulations.
• Assist in preparing and processing shipping documents, including packing slips, invoices, shipping labels, and customs documentation, for domestic and international shipments.
• Coordinate with logistics providers, carriers, and freight forwarders to arrange transportation, track shipments, and resolve any shipping-related issues or delays.
• Provide administrative support to the sales team, including preparing sales reports, processing sales orders, and assisting with sales inquiries or requests for information.
• Collaborate with the quality assurance team to address customer quality concerns, initiate corrective actions, and follow up with customers to ensure resolution and satisfaction.
• Proactively communicate with customers to gather feedback, assess customer satisfaction, and identify opportunities for service improvement.

Job Requirements

• Diploma or equivalent. Bachelor's degree in Business Administration, Customer Service, or related field is a plus.
• Previous experience in customer service, order processing, or administrative support role, preferably in a manufacturing
• Excellent communication skills, both verbal and written, with the ability to interact professionally with customers and internal teams.
• Strong attention to detail and accuracy in data entry, order processing, and documentation.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook) and experience with customer relationship management (CRM) software or order management systems.
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
• Problem-solving skills and ability to resolve customer issues and concerns effectively and efficiently.
• Able to read and write Chinese as major customers are from China.