Customer Service Representative

Customer Care Team Support

This role supports the Customer Care team for Taiwan and reports to the Customer Care Supervisor. You will take ownership of day-to-day order fulfillment activities and deliver exceptional service to our customers and channel partners. The ideal candidate is professional, customer-centric, and thrives in a fast-paced, matrixed environment.

Key Responsibilities

• Serve as the primary point of contact for customers, channel partners, and internal teams via phone, email, or meetings. Act as an account manager by providing proactive updates on any changes or delays and offering alternative solutions when needed.
• Respond promptly and effectively to customer inquiries, including quotations, orders, product availability, pricing, delivery, billing, returns/replacements, complaints, and other documentation requests (e.g., proof of delivery).
• Prepare and process all necessary documentation to ensure timely and accurate order completion.
• Collaborate closely with cross-functional teams such as Supply Chain, Warehouse, and Logistics to meet customer expectations. Coordinate with Finance on Accounts Receivable (AR) and Accounts Payable (AP) matters when required.
• Achieve operational excellence by meeting Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Ensure all order and documentation processes follow corporate policies and regulatory requirements.
• Prepare regular reports and analyses.
• Participate in process improvement initiatives to enhance efficiency and customer satisfaction.
• Perform other duties, projects, or assignments as required.

Ideal Candidate Profile

• Curious, open to learning, and committed to continuous improvement.
• A proactive self-starter and quick learner.
• Positive attitude and adaptability toward change.
• Able to work independently and collaboratively toward common goals.
• Efficient multi-tasker who thrives in a dynamic, fast-paced environment.
• Communicates clearly, respectfully, and professionally with others.

Required / Preferred Qualifications

• Minimum 2 years of experience in order management role.
• Strong customer service orientation with excellent phone and email communication skills.
• Proficiency in ERP systems (Oracle E1 or SAP) and MS Office applications.
• Strong listening and problem-solving abilities.