CommScope, Inc. Representative, Customer Service in Shanghai/Suzhou, China

Job details

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Posting Position Title

Representative, Customer Service

Job Description

General Summary

Responsible for cultivating customer relationships for current/potential customers by utilizing excellent and in-depth knowledge of CommScope products, capabilities, as well as CRM process, and procedures.Accountable for customer service as related to serving customer orders from the point of sale up to and including the time the order ships and invoices.This may include, but is not limited to, order input, order scheduling, expediting, tracking, finding and coordinating alternative materials as necessary, and in general any aspect of meeting customers needs.

Duties & Responsibilities

·Follow developed procedures pertinent to the effective and efficient operations of Customer Service, develops new procedures as necessary;

·Monitor programs and procedures to ensure on-time delivery to meet customer expectations, while maintaining in-depth knowledge of the Company’s systems and processes and participates in the development of same;

·Facilitate order management from order receipt through invoicing to the customer utilizing a thorough understanding of supply chain capabilities and current status

·Act as resource in resolving customer issues by utilizing excellent company process knowledge and strong skills in negotiating and selling;

·Assist the Asset Management organization in resolving customer disputes by preparing or assembling supporting documentation;

·Develop a thorough knowledge of allEnterpriseproducts and their functionality and utilize such knowledge to service internal and external customers, business partners, and sales organization;

·Provide customers with product literature and documentation when necessary or appropriate;

·Report and manage daily sales/production reports and metrics; -

·Perform various functions involving order management such as handling inbound/outbound calls from and to customers, business partners, and the sales organizations regarding; order entry, order confirmations, orders acknowledgements, order change notifications, and website inquiries, among other incidental tasks and duties;

·Provide support and back up assistance to peers;

·Communicate with the Materials Management and Operating organization to anticipate projects, completion timetables, and potential scheduling issues;

·Set customer expectations and priorities for the supply chain (not just expedites)

·Identify opportunities to improve efficiency and enhance customer satisfaction and appreciations

·Perform other duties assigned and unassigned that are required by the needs of the business;

·Provide sales lead information to appropriate sales representative and follow-up as appropriate; - New responsibility

·After assisting the customers’ initial need, probe for additional sales opportunities and refer to other sales representatives, as may be appropriate; New responsibility

·Support quality and warranty process as needed;

·Guide customer to higher revenue and margin products, as appropriate;

·Participate in on-going product, process, and business skills training;

·Develop and maintain constructive and cooperative working relationships with customers, prospects, colleagues and supervisors and maintain them over time;

·Work with sales to develop and participate in training meetings;

·Support and participate in overall business development activities of company;

·Develop, update and improve communication methods and tools.

SKILLS REQUIRED

SKILLS REQUIREDIndividual must be detail oriented person who can multi-task and is and able to understand technical information as well as product specifications.Excellent interpersonal and follow-up skills required. Position includes handling and follow-through of customer service issues, estimating and sales.At least 3 years of customer service and sales experience required.

·Follow developed procedures pertinent to the effective and efficient operations of Customer Service, develops new procedures as necessary;·Monitor programs and procedures to ensure on-time delivery to meet customer expectations, while maintaining in-depth knowledge of the Company’s systems and processes and participates in the development of same;·Facilitate order management from order receipt through invoicing to the customer utilizing a thorough understanding of supply chain capabilities and current status·Act as resource in resolving customer issues by utilizing excellent company process knowledge and strong skills in negotiating and selling;·Assist the Asset Management organization in resolving customer disputes by preparing or assembling supporting documentation;·Develop a thorough knowledge of allEnterpriseproducts and their functionality and utilize such knowledge to service internal and external customers, business partners, and sales organization;·Provide customers with product literature and documentation when necessary or appropriate;·Report and manage daily sales/production reports and metrics; -·Perform various functions involving order management such as handling inbound/outbound calls from and to customers, business partners, and the sales organizations regarding; order entry, order confirmations, orders acknowledgements, order change notifications, and website inquiries, among other incidental tasks and duties;·Provide support and back up assistance to peers;·Communicate with the Materials Management and Operating organization to anticipate projects, completion timetables, and potential scheduling issues;·Set customer expectations and priorities for the supply chain (not just expedites)·Identify opportunities to improve efficiency and enhance customer satisfaction and appreciations·Perform other duties assigned and unassigned that are required by the needs of the business;·Provide sales lead information to appropriate sales representative and follow-up as appropriate; - New responsibility·After assisting the customers’ initial need, probe for additional sales opportunities and refer to other sales representatives, as may be appropriate; New responsibility·Support quality and warranty process as needed;·Guide customer to higher revenue and margin products, as appropriate;·Participate in on-going product, process, and business skills training;·Develop and maintain constructive and cooperative working relationships with customers, prospects, colleagues and supervisors and maintain them over time;·Work with sales to develop and participate in training meetings;·Support and participate in overall business development activities of company;·Develop, update and improve communication methods and tools.SKILLS REQUIREDIndividual must be detail oriented person who can multi-task and is and able to understand technical information as well as product specifications.Excellent interpersonal and follow-up skills required. Position includes handling and follow-through of customer service issues, estimating and sales.At least 3 years of customer service and sales experience required.

Auto req ID

7294BR

Employee Status

Temp Full-time

City

Shanghai/Suzhou

State/Province

China