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This position reports to:
EL Customer Operations Manager
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Your role and responsibilities (Mandatory)In this role, you will have the opportunity to provide customer support, including technical support, order, and payment-related assistance to achieve target levels of service quality, operational efficiency, and customer satisfaction. Each day, you will implement customer support strategy to increase operational excellence and customer satisfaction in the sales process. You will also showcase your expertise by supporting achievement of established targets by overseeing progress and implementing improvement actions as needed.
The work model for the role is: onsite
This role is contributing to EL Commercial Operations in China.
Main stakeholders are customers, Sales teams, Production, Logistics, Finance, Technical Support (TS), Transportation Management (TMC), Pricing teams, and Warehouse operations.You will be mainly accountable for:
- Managing end-to-end order processing, including receiving, reviewing, and entering customer orders into the system, confirming product specifications, quantities, prices, and delivery dates to ensure accuracy and on-time delivery.
- Coordinating cross-functional resources across Sales, Production, Logistics, Finance, and other departments to track order status, resolve bottlenecks, and guarantee seamless order fulfillment from confirmation through delivery and financial settlement.
- Acting as the customer guardian and first point of contact for all order-related inquiries, proactively communicating order progress, handling changes/cancellations/returns, and ensuring rapid resolution of customer complaints to maintain high customer satisfaction.
- Driving process optimization and handling special requirements, including urgent orders, key customer self-pickup arrangements, and supporting new system implementations while continuously identifying improvement opportunities to enhance operational excellence.
Qualifications for the role:- You have 2+ years of experience in order management, customer service, or supply chain operations, preferably in manufacturing, electrical equipment, or industrial automation industries, with proven ability to manage complex order workflows.
- Ability to demonstrate excellent multi-tasking and coordination skills, managing multiple orders simultaneously while prioritizing effectively and maintaining attention to detail in a high-pressure environment.
- Possess enhanced knowledge of ERP systems (such as SAP or Oracle) and proficiency in Microsoft Office Suite (especially Excel for data analysis and reporting), with ability to quickly learn new systems and tools.
- You are passionate about customer service and problem-solving, with strong analytical thinking to quickly identify issues, coordinate cross-functional solutions, and turn customer challenges into satisfaction.
- Highly skilled in cross-functional collaboration and communication, able to effectively coordinate with diverse teams (Sales, Production, Logistics, Finance, Technical Support) and influence without authority to drive results.
- You are at ease communicating in both Chinese and English (written and verbal), capable of professional correspondence and effective interaction with domestic and international customers and teams.
- Degree in Supply Chain Management, Logistics, International Trade, Business Administration, or related fields, with comprehensive understanding of order-to-cash processes, logistics operations, and basic financial settlement principles.
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