About the role

Aplyr's Quick Take

This role is about supervising customer service operations, handling complex orders, and managing escalations. You'll coordinate with various teams to ensure smooth order management and improve processes while mentoring junior staff. It's primarily a supervisory position with a focus on customer service metrics.

Good fit

Ideal candidates have over 5 years of experience in customer service or supply chain roles, with a strong analytical mindset and the ability to work under pressure. A background in logistics or business and proficiency in both Chinese and English will help you thrive here.

Worth noting

The role requires a hands-on approach to problem-solving and process improvement, which may not suit those looking for a more passive management position. Additionally, the need for strong cross-functional collaboration suggests a dynamic work environment.

WHAT YOU WILL DO

Act as the main point of contact for key accounts or complex, high-risk orders
Manage customer escalations, leading root cause analysis, solution development, and closure
Oversee the end-to-end order management process to ensure data and documentation accuracy
Coordinate cross-functionally with Sales, Planning, Logistics, Warehouse, Quality, and Finance teams
Proactively identify risks and bottlenecks in customer service processes and drive improvements
Monitor customer service KPIs (e.g., OTIF, complaint rate, order accuracy) and implement corrective actions
Coach and support junior customer service team members through daily guidance and knowledge sharing
Support customer reviews, business reviews (QBRs), and internal improvement initiatives
Ensure all customer service activities comply with company policies, compliance, and audit requirements

MINIMUM REQUIREMENTS

Bachelor’s degree or above, preferably in Logistics, Supply Chain, Business, or International Trade
5+ years of experience in customer service, order management, or supply chain-related roles
Strong understanding of end-to-end Order-to-Cash processes and complex issue resolution
Proven ability to work cross-functionally and influence stakeholders under pressure
Strong analytical mindset with attention to data and continuous improvement
Proficient in MS Office (especially Excel); ERP/SAP experience required
Strong written and verbal communication skills in both Chinese and English (preferred for global roles)

Post: 001, 002

Aplyr's read

Ecolab excels in providing essential water, hygiene, and energy solutions, attracting professionals committed to sustainability and innovation in environmental services.
Synthesized from recent postings & public sources

What's promising

•Ecolab leads in sustainable water and hygiene solutions, crucial for environmental safety.
•The company offers diverse roles, from technical to managerial, supporting career growth.
•Strong global presence ensures stability and opportunities for international work experience.

What to watch

•Ecolab's work can involve high-pressure environments due to client demands.
•Limited public information about internal career progression and employee satisfaction.
•The company faces challenges in balancing rapid growth with maintaining service quality.

Why Ecolab

•Ecolab integrates advanced technology with environmental services, setting it apart in the industry.
•Its focus on sustainability directly impacts global ecological health.
•The company's extensive client base spans multiple industries, offering varied professional experiences.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Ecolab

Ecolab

ecolab.com

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Ecolab is a global leader in water, hygiene, and energy technologies and services, providing comprehensive solutions to help businesses maintain clean and safe environments.