Customer Service Representative

Lead Customer Service Representative

As the Lead Customer Service Representative, your key role will involve being the primary contact for customers, channel partners, and team members through phone, email, and meetings. Embracing duties resembling those of an Account Manager, you will secure timely and effective communication concerning any modifications or delays, providing alternative options and resolutions.

Key responsibilities include:

• Act as the primary point of contact for all customer queries, encompassing quotations, orders, pricing, product availability, deliveries, billing, returns, complaints, and documentation (e.g., proof of delivery).
• Build and maintain strong customer and partner relationships through proactive communication, regular meetings, and conference calls.
• Anticipate and communicate changes or delays, providing alternatives to minimize customer impact and mitigate critical issues.

Order & process management:

• Implement and manage accurate, timely order processing from entry to delivery dedication.
• Coordinate with internal teams to fulfill customer requests for quotations and orders.
• Be responsible for account and backlog management, ensuring timely revenue recognition.
• Collaborate with Supply Chain, Logistics, Manufacturing facilities, and third-party vendors across USA, Europe, and APAC to ensure timely pickups, deliveries, and returns/replacements.
• Partner with Sales to monitor large accounts (e.g., Taiwan key customers) and ensure service excellence.
• Generate reports consistently, monitor important metrics, and adhere to corporate guidelines and SLAs.
• Ensure documentation and processes align with corporate policies and compliance standards.

Cross-functional collaboration:

• Collaborate with internal processing teams for complete quote-to-cash cycle management.
• Contribute to process improvement initiatives, operational reporting, and system improvements.
• Resolve user problems efficiently by collaborating with team members for quick resolutions.
• Participate actively in internal/external meetings and support projects as assigned.

Qualifications:

• Bachelor's degree or diploma in Supply Chain, Life Sciences, or related fields.
• Minimum 2+ years' experience in Customer Service or related function.
• Strong customer service orientation with excellent phone and email etiquette.
• Proficiency in ERP systems (Oracle E1, SAP) and MS Office preferred.
• Proficient in spoken and written English, with ability to communicate effectively across SEATW.
• Strong problem-solving, attentive listening, and account management skills.
• Experience in Key Account Management is an advantage.

Join us to deliver world-class customer service and help make the world healthier, cleaner, and safer!