Senior Customer Service Representative

1. Position Information

· Job Title: Senior Customer Service Representative

· Department: SDC

· Job Grade: 171

· Location: QingYuan(清远)

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2. Key Responsibilities

1) Order Processing & Management

· Receive and review purchase orders from overseas customers, verifying key information such as price, item, quantity, lead time, technical information and delivery terms;

· Accurately and promptly enter customer orders into the SAP system, ensuring all data is complete and error-free;

· Convert customer orders into purchase orders (POs) for Chinese factories;

· Monitor the end-to-end order fulfillment process, including production status, shipment schedule, order changes and exceptions, to ensure on-time and accurate delivery.

2) Factory & Internal Coordination

· Send purchase orders to the corresponding factories, and confirm order acceptance, delivery dates and any special requirements (technical information, packaging, labeling, QC standards, certificates, etc.);

· Act as the key communication bridge between customers and factories, coordinating order changes (price, quantity, delivery date, specifications, etc.) and ensuring changes are clearly understood and properly implemented;

· Work closely with Purchasing, Supply Chain and Quality teams to ensure orders are completed on time and in compliance with quality requirements.

3) Logistics & Shipment Coordination

· Collaborate closely with the logistics team to arrange booking, trucking and customs clearance based on production and order status;

· Track shipment progress to ensure on-time dispatch, and coordinate to resolve issues related to space, containers, ports, etc.;

· Check and confirm the accuracy of export documents, including packing lists, commercial invoices, certificates of origin and others, and coordinate corrections when needed;

· Support the logistics team to ensure transportation mode, destination port and delivery terms are in line with customer requirements.

4) Customer Service & Information Management

· Provide overseas customers with accurate and timely delivery information, including production status, ETD and ETA;

· Handle customers’ daily inquiries and requests, such as order amendments, expediting, quality feedback and replenishment arrangements;

· Analyze the root cause of customer complaints and exceptions, coordinate internal resources to drive closure, and respond to customers in a professional manner;

· Maintain regular communication with key accounts, build strong business relationships and enhance customer satisfaction and loyalty.

5) Team Management & Development

· Lead and supervise Order / Customer Service staff, including task allocation, progress tracking and performance control;

· Provide training and coaching on business knowledge, SAP system operation and communication skills, to enhance the team’s overall professionalism;

· Participate in the development and optimization of customer service workflows and SOPs, continuously improving efficiency and accuracy in order handling;

· Regularly summarize team performance and issues, prepare reports for management and propose improvement actions.

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3. Qualifications

1) Education

· College degree or above, preferably in International Trade, Logistics Management, Business Administration, English or related disciplines.

2) Experience

· At least 6 years of relevant experience in international customer service, sales support, order management or supply chain coordination;

· Experience in serving overseas customers and working with Chinese factories is highly preferred;

· Experience in leading a small team (even 1–2 people) or being a key member in the team is a strong plus.

3) Professional Skills

· Solid understanding of end-to-end international order processes, from order intake, PO issuance, production follow-up to shipment and after-sales;

· Proficient in SAP for order entry, query and tracking;

· Proficient in MS Office (Excel, Word, Outlook), with strong skills in data checking and basic report preparation;

· Knowledge of international trade terms (INCOTERMS), common payment terms (T/T, L/C, etc.) and basic export procedures is preferred;

· Good command of written English for professional email communication with overseas customers; good spoken English is a plus;