Customer Service Representative - Remote

Overview

The Customer Service Representatives provide high-quality and accurate resolutions by maintaining direct contact with our customers on their general inquiries or specific requests such as order placement, quotes request, order status, product availability and lead times, available services, and returns. They partner with the Test & Measurement group Sales team, Manufacturing, Trade Compliance, Finance, and other Operational roles such as Account operations and Opportunity Managers to increase their efficiency by transacting operational activities and efforts to complete customer requests.

In Short

• Resolve or bring up customer requests and inquiries to provide an accurate solution.
• Route customer requests or inquiries to the appropriate team internally or the support structure externally (Distributors) according to the business strategy (Tiering).
• Collaborate with partners such as Manufacturing, Trade Compliance, Finance, and others to use your operational expertise in fulfilling sales team and end customer requests.
• Process customer standard and non-standard orders and quotes transactions from multiple sales channels (Phone, E-Mail) with consistent speed and accuracy.
• Provide requests status on multiple channels (Written and verbal).
• Provide feedback on existing processes and activities that promotes improvement and documentation improvement of our knowledge-based center.
• Address and resolve blocking issues related to nonstandard commercial terms and processes.
• Take part in administrative and project like tasks (Support to project teams).
• Support SMEs during the onboarding and mentoring period for new joiners.
• Partner up with Account Operations Managers and Opportunity Operations Managers on Sales Opportunities and Account management tasks.

Requirements

• Bachelor's degree preferably in technical, business fields or applicable experience in shared service center environments.
• Possess an analytical, problem solving, and self-starter approach.
• Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed.
• Proficient in computer usage MS office skills.
• Outstanding communication skills.
• Advanced Chinese and English level to ensure excellent reading, writing, and verbal communication skills.

Benefits

• Opportunity to make a difference through the work you do.
• Competitive compensation and benefits programs.
• Comprehensive medical and insurance coverage.
• Global workplace that supports diversity, equity and embraces inclusion.
• Development opportunities for employees.
• Hybrid work setup promoting work-life balance.
• Safe working environment across global network and facilities.
• Commitment to ongoing development of employees.