Customer Service Representative

Purpose: To provide business support to sales team and provide professional and efficient service to customers  

Duties and Responsibilities:  

1. Be familiar with, understand and integrate into the corporate culture, values and vision of the whole company, and all actions, practices and decisions must be consistent with them.  

2. Understand and master Incora's JDE system and Intranet  

3. Timely and effectively input sales quotation, manufacturer quotation and customer orders  

4. Order entry and confirmation. Place ORDERS ACCORDING TO CUSTOMER/SALES/TECHNICAL SUPPORT instructions, ensure order entry is ACCURATE and follow up to ensure that the order is confirmed by CUSTOMER in writing.  

5. Order tracking. Confirm delivery time with planning department to ensure the order is delivered on time as promised. Communicate with the logistics department when necessary to ensure that the goods can be delivered to the customer on time with good quality and quantity. Update the status of open orders to customers on a regular basis and keep good relationship with customers. 

6. Complaint handling. Input all complaint information in a timely and accurate manner and handle all matters such as return and exchange.  

7. Document management. According to the requirements of department management system, classify customer order related documents, update and keep timely, ensure the accuracy and completeness of documents.  

8. Receive training, supervision and guidance on Incora systems, products, industries, suppliers and operations  

9. Other customer service related business and tasks assigned by supervisor/manager.