Customer Service Representative

About the role

The CSR supports the day-to-day operations of the supply chain team by assisting with procurement coordination, order management, and data entry tasks to ensure efficient and accurate supply chain processes. This role also plays a key part in supporting customers by responding to inquiries, resolving issues, and acting as a liaison between customers and production to maintain high levels of satisfaction.

Key responsibilities

• Assist with procurement coordination
• Communicate with customers regarding order status, delivery timelines, and issue resolution
• Troubleshoot customer issues, providing appropriate solutions, and escalate complex cases to management when necessary
• Maintain detailed, accurate records of customer interactions and transactions
• Update database with accurate data
• Coordinate with internal teams such as sales and production to ensure customer needs are met
• Ensure compliance with relevant Environmental, Safety, and Health (ESH) legal and other requirements applicable to operations
• Support the implementation and continual improvement of the Quality Management System (QMS), Environmental Management System (EMS) and Occupational Health & Safety Management System (OHSMS)
• Resolve customer complaints and provide accurate delivery information via phone, email, or chat

About you

• Bachelor's degree in math, science, business or engineering
• Excellent communication and organizational skills, with the ability to manage multiple tasks efficiently
• Strong problem-solving skills and the ability to coordinate efforts across multiple departments
• Proficiency in Microsoft Office
• Experience in using CRM software like Oracle and SAP
• Detail-oriented, with a proactive approach to managing project timelines and communications
• Ability to drive changes and be a change agent
• Proficient in English; ability to speak Mandarin language is preferred