Customer Service Coordinator (客户服务协调员)

Customer Service Coordinator

We're on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives.

At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose - with the flexibility to also do what truly matters to you outside of work. What's more, you'll be part of a work culture where collaboration is the norm and individuality is welcomed.

As a member of our team, you'll have the power to make it happen. You'll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers' lives.

About the Role

As a Customer Service Coordinator, you will join our global Customer Service team and be responsible for the full order cycle for the APAC region including China, Japan, Australia, New Zealand, India and many Southeast Asian countries.

You will act as the connection point between our customers, reseller partners, sales, operations, and finance teams, ensuring smooth order processing, timely delivery, and excellent customer support. Your days will include various tasks from monitoring and handling orders placed through our web shop, to ensuring products successfully reach our customers. This role is ideal for a proactive, collaborative, and detail-oriented professional who enjoys working in a diverse and dynamic environment.

In this role, you will:

• Monitor and manage orders in CRM and ERP systems (Kingdee, Microsoft Dynamics).
• Handle incoming customer service calls and customer inquiries related to orders, deliveries, lead times, and missing items.
• Collaborate with Sales and Operations teams to ensure order accuracy and smooth processes.
• Create new product packages in ERP and follow up on order handling.
• Manage returns to warehouse and coordinate related processes.
• Process invoicing, refunds, and credit notes in cooperation with Finance team.
• Deliver software products (licenses, account creation in Boardmaker Online).
• Perform other duties as assigned.

What We're Looking For:

• Education: Equivalent of college diploma or above.
• Experience: Minimum 3 years of relevant experience in customer service, logistics, or trade roles.
• Languages: Strong communication skills in both Chinese and English (written & spoken).
• Technical Skills: Proficiency in Microsoft Office; experience with Kingdee or other ERP systems.

Preferred Experience: Knowledge of international trading, logistics, customs processes, and HS codes.

What We Offer:

This is a permanent, full-time (40 hours/week) and onsite role based in our office in Suzhou, China. The position includes working hours from 9:00 to 17:30 with working days from Monday to Friday. Occasional (approx. 10%) international travel is included for collaboration with colleagues worldwide. Travel is always planned, supported and communicated in advance.

Career & Growth:

• Gaining valuable experience working with global teams and systems.
• Training and development opportunities.
• Opportunities to grow your career in customer service and operations.
• Being part of an international company with a collaborative and supportive culture.

Health & Wellbeing:

• (Five social insurances and housing fund) provided according to national regulations.
• (Paid Annual Leave): 15 days, increasing by +1 day per year after 5 years of service, up to 30 days.
• (Annual health checkup) for employees with over one year of service.
• Focus on inclusive, work-life balance and a respectful work environment.
• Wellness reimbursement of 2000 CNY/year.

What's Next?

Please submit your resume (in English or Chinese) via our careers page. If you have any questions, feel free to contact us at mine.hacisalihoglu@tobiidynavox.com.

Apply today! We believe in empowering individuals - including our own employees - to reach their full potential. So, if you want to change lives while growing your own career, we'd love to hear from you.