Industry Customer Sales and Support Center (CSSC) Order Management Representative ~ China Market

(Fluency in Mandarin / Traditional Chinese language required)

As a Customer Sales and Support Center (CSSC) Order Management Representative for Industry Division, you will contribute to an efficient and productive Industry CSSC Order Management Team, delivering dependable customer services through various communication channels such as digital, telephone, e-mail, live chat, etc.

You will also provide professional resolutions and advice on enquiries relating to pre and post order management within a timely manner (as predefined by IND targets) based on defined processes. The CSSC Order Management Team will operate directly with end customers

Your main responsibilities:

• Provide advice and solutions on customer enquiries relating to pre and post orders via email, telephone, live chat, instant messaging etc.
• Create and optimise request tickets, for own processing and enquiry transparency via internal operating system.
• Follow up on pre-defined customer interactions within set SLA.
• Enter, check, or release incoming orders, whether manual or electronic to ensure fast, accurate order management.
• Flag inbound electronic orders which are requiring local CSSC teams review using re-defined processes.
• Convert official quotations to order and ensure accuracy of data input.
• Contact customers or internal stakeholders to resolve missing order data at the time of entry to ensure accuracy of executable orders.
• Upload and/or download information from Grundfos operating system to Customer Portals
• Manage customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with external Sales, finance, and supply chain.
• Assist customers with order progression and supply chain issues.
• Record and action requests for customer product returns.
• Manage Open Orders via regular housekeeping workflows
• Create, delete, and maintain customer contact data within the operating system.
• Promote digital tools towards customers using templates (Chat, GPC, MyGrundfos, Extranet, etc).
• Follow all local guidance in relation to quality, environmental, sustainability, health and safety
• Identify new business opportunities and share any potential with a nominated colleague(s).
• Support with ad hoc tasks defined by leadership.

Your background:

• Associate or bachelor’s Degree within Customer Services or engineering or equivalent work experience
• Minimum 1-3 years relevant professional experience
• Good knowledge and experience of customer Service, relevant administrative experience, organizational skills & accountability with the customer.
• Good knowledge of our business structure, processes, products, and key market needs to create a customer centric experience
• Current with relevant technology and trends and applications
• Good proficiency in MS Office applications
• Good communication and networking skills together with the ability to build an effective and trusting relationships with both internal and external stakeholders
• Fluency in Mandarin / Traditional Chinese Language (reading, speaking, and writing)
• Good written and spoken English
• Ability to work shifts, including possible night shift and local public holidays (renumeration adjusted accordingly)

Do you want to learn more?

If this job sounds appealing, please send your resume and cover letter by clicking “Apply”.

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We look forward to hearing from you.