Customer Care Supervisor-VIN

Application process

About Our selection process includes interviews and, for some roles, skills assessments that help us gain a deeper understanding of your profile. We look forward to getting to know you, learning about your strengths, and discussing how you can grow with us. If you have questions during the process or need support, please contact us:

Talent Acquisition: Li Cheng

Job Responsibilities

• Maintain a customer-focused approach and support the sales team and sales channels by accurately and efficiently managing order entry, delivery, inventory management, and reminders, thereby improving the company’s operational efficiency.
• Handle day-to-day customer inquiries and build strong customer relationships.
• Create and maintain customer master data and update relevant systems (SAP and CRM).
• Process orders in SAP, closely monitor their status, and provide customers with timely updates on material availability dates.
• Review and follow up on blocked production and delivery orders in a timely manner, and release them promptly in line with business requirements.
• Work closely with factories and logistics teams to confirm product availability dates and arrange shipments on time.
• Notify customers to arrange payment once goods are ready, and reconcile revenue with overseas and local finance teams.
• Monitor customers’ open orders and ensure continuous operational execution to achieve monthly revenue targets.
• Prepare various documents to support customers’ import and export requirements.
• Submit billing requests in SAP, issue tax invoices, and send final invoices to customers with 100% accuracy.
• Handle customer complaints, product exchanges, and other exceptional issues.
• Track the status of trial equipment orders.
• Communicate and support related department for further business development though process efficiency.
• Customer Care Support team management to ensure the order input and delivery accuracy and in time.
• Develop team members.
• Complete other tasks assigned by the manager.

Job Requirements

• Bachelor’s degree or above; a major in international trade or supply chain management is preferred.
• Proficiency in spoken and written English, with strong skills in Microsoft Office applications, including Excel, Word, PowerPoint, Power BI, and Copilot.
• Strong sense of responsibility, self-motivation, and the ability to work under pressure.
• Good communication skills and a strong team spirit.
• Ability to identify potential risks, analyze issues, and solve problems.