Representative, Customer Service

3 weeks ago

Suzhou, China CommScope Full time
Overview

CommScope and its brands creates network technology to bring people together.  By joining our team, you will have an impact on CommScope’s Customers Experience by building strong relationships with customers and internal teams to deliver exceptional service.

The Customer Service Team are a central function supporting our Business Segments and acting as the main customer liaison for their orders.  This includes customer queries, order intake and management through to the successful delivery of goods in a complex and challenging B2B environment.  This team is a key part of our go to market operation, supporting our sales teams and customers directly through the management of customer queries and order management.

You will be responsible for providing excellent customer service, taking ownership for resolving customer queries and ensuring our customer orders are managed from the point of sale through to delivery and invoice.  This will involve working collaboratively across multiple functions to meet and exceed our customers’ expectations.  You will also use your experience and knowledge to support other team members acting as key reference point as well as support key global initiatives.

  Main Duties
  • Taking ownership and initiative to answers customer queries (via telephone, chat and email)
  • Ensure the timely and accurate entry of purchase orders into our SAP systems
  • Taking ownership to solve any purchase order issues that prevent timely order entry, working with the customer and sales to ensure accurate and clean purchase orders
  • Effective order management, including order receipt, acknowledgment and change requests, collaborating with internal stakeholders to prioritise/solve any related issues and communicating with the customer as appropriate when required
  • Prioritising workload to meet deadlines
  • Participate in business segment meetings, including product training
  • Participate in sales meetings, communicating any key information, priorities or issues if required
  • Identify and actively contribute to process enhancement projects, testing and training
  • Take the lead and contribute on specific adhoc global projects as required
  • Onboard new team members
  • Support and train team members with new and changes in process

 

Skills
  • 3-5+ years Customer Service Experience
  • Excellent attention to detail, time management and organizational skills
  • Excellent written and verbal communication skills
  • Ability to collaborate across virtual functions/teams and across time zones
  • Ability to prioritise workload to meet challenging deadlines
  • Ability to perform a wide variety of task, multitask efficiently and work under pressure
  • Enjoy working a part of team to deliver results, to learn and to share knowledge.
  • Experience in SAP, Business Objectives advantageous
  • Proficient in written and oral English skills, CET-6 advantageous.
  • Proficient in the use of computer aided applications and software – Power Bi, Advanced Excel advantageous

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