Customer Services Specialist, Retail

2 weeks ago

Shanghai, Shanghai, China Humanscale Full time

Overview

Reporting to the Customer Services Manager, International (Dublin), this position will be based in one of our assigned supplier facilities (Location: Pinghu City, China). This position is responsible for managing end-to-end order fulfillment processes of retail business within the territories, supporting the Senior Retails Sales Manager and providing end-to-end after sales services for Humanscale Retail Partners. This position is already required to work closely with third party suppliers to ensure that shipping time are optimized. This position also need to work closely with the designated operation personnel to ensure timely shipment in place.

Responsibilities

Stationed in assigned supplier facility to closely monitor the order fulfillment status of all retail business orders and ensure shipping lead times are optimized. Working closely with the Retail Sales Manager to understand the expectation of retails business. Manage and update the sales orders in the ERP system ensuring 100% data accuracy, including product code maintenance. Manage retail inventory appropriately to maintain the standard shipping lead-time and collaborate with key operation stakeholders once orders are ready to ship. Handle end-user queries and after services service which including warranty claims. Collaborate with the Humanscale Quality team to resolve unconventional warranty cases. Provide appropriate solutions and alternatives with the time limits, keep records of customer queries/ interactions. Process customer accounts and file documents. Follow communication procedure, guidelines and policies, take the extra mile to engage customers. Build sustainable relationships and trust with dealers through open and interactive communication. Monthly Warranty Service Report management. Other ad hoc work requests from management as required.

Qualifications

Bachelor's degree in business administration or relevant disciplines. Proven5+ years' experience in managing order fulfilment processes and handling after-sales services. Imperturbable and level-headed mindset, able to deal with the public would be essential. Highly self-motivated and directed, detail-minded, customer-oriented and ability to adapt/respond to different types of characters. Strong phone contact handling skills and active listening. Ability to multi-task, prioritize, and manage time effectively. Strong problem-solving and excellent communication, analytical and interpersonal skills. ERP key user (Infor) system and CRM preferred.

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