Customer Service

Job Summary

The role is a core operational responsible for end-to-end order fulfillment, customer delivery management, cross functional commercial collaboration, RMA issue closure, process optimization. Customer Serving as the key contact among customers, sales, supply chain, logistics, finance and quality teams, the position focuses on delivery efficiency, customer satisfaction and operational risk control.

Objectives & Responsibilities

1. Order Fulfillment Management

Manage end-to-end order fulfillment activities, ensuring accurate order processing, on-time delivery, and effective risk management for assigned customers.

2. Daily Customer Service & Commercial Communication

Communicate and support regional customers and sales inquiries supporting availability checks and sample requests and commercial requirements.

3. Support RMA Closed-Loop Process

Coordinate customer complaints, returns, replacements, and RMA activities, working with internal teams to drive timely issue resolution and reduce complaint rate and claim risks.

4. Improve overall order fulfillment efficiency

Monitor key fulfillment KPIs, prepare operational reports, identify process gaps, and drive continuous improvements in service and delivery performance.

5. Optimize Cross-Functional Collaboration

Coordinate with sales, production planning, warehouse & logistics, quality, finance and other departments to resolve fulfillment bottlenecks, improve processes, and ensure compliance with company policies.

Other ad-hoc duties as assigned.