JOB RESPONSIBILITIES
1.Team Management and Training
- Responsible for the daily management of the customer service team (scheduling, performance appraisal, KPI setting and follow-up)
- Organize business training to enhance the team's professional knowledge of glass products (such as architectural glass, household glass, deep-processed glass, etc.)
- Guide the team to handle complex customer issues and improve overall service quality
2. Customer Service and Relationship Maintenance
- Maintain relationships with key clients (especially overseas clients) to improve customer satisfaction and repurchase rate
- Handle customer complaints and major anomalies (such as damage, delays, quality disputes, etc.)
- Establish customer files and regularly analyses customer needs and feedback
3. Export Order Process Follow-up
- Responsible for order processing Coordinate the entire process from order placement, production tracking, shipment to payment collection.
- Familiar with export processes (customs declaration, booking, document preparation, etc.) to ensure smooth shipment.
- Follow up on logistics and transportation (sea/air freight) and handle emergencies.
4. Cross-departmental communication and coordination. Liaise with production, quality, logistics, and sales departments to ensure timely order delivery.
- Coordinate and handle issues such as production scheduling, quality abnormalities, and damage.
- Drive internal process optimization to improve overall operational efficiency.
5. Data analysis and process optimization.
- Analyses customer service data (response time, complaint rate, order processing efficiency, etc.).
- Propose improvement suggestions and promote their implementation.
Establish standardized customer service processes and SOPs.
QUALIFICATIONS FOR APPLYING
1.Work Experience
- 3-5 years of customer service or customer management experience
- At least 3 years of experience in export sales/foreign trade order processing
- Experience in the glass industry (architectural glass, decorative glass, tempered/insulating/laminated glass, etc.) is preferred
2. Professional Skills
- Familiar with foreign trade processes (inquiries, quotations, contracts, documents, customs declaration, logistics, etc.)
- Possess basic knowledge of glass products (specifications, processes, packaging, and transportation requirements)
- Proficient in office software (Excel, ERP/CRM systems, etc.)
3. Language Skills
- Excellent English communication skills (written and spoken), able to independently handle overseas clients
4. Management Skills
- Experience in team management, with strong organizational and coordination abilities
- Skilled at handling customer complaints and unexpected issues
