Customer Service Rep
- Shanghai
- Permanent
- Full-time
- The Customer Care Rep is the primary contact for the customer. All activities are to be executed in an efficient, professional and friendly manner to the satisfaction of our customer within the nVent policies.
- Provide pricing, availabilities of products and due date of orders to customers and sales team.
- Creation and administration of quotations based on the instruction of the sales team and list pricing. Assign Quotes in Salesforce to Sales team in a timely manner.
- Process orders and claims accurately using nVent order management tools ERP system M3 and SFDC, focus on local orders and export orders to APAC region customers.
- Management of open orders; provide status update on orders to customers, communicate delays, revised due dates/delivery to customers, follow up on due and overdue orders internally with logistic and planning management. Shipping arrangement and dispatch of orders in a timely manner, meeting customer’s requirements and expectations.
- Compile status reports on current backorders as required by customers.
- Track and Trace of consignments and follow up of orders as required.
- Escalate (second level) product information requests to application engineers or technical support team.
- Respond to customers and sales team’s email requests and enquiries professionally in a timely manner, escalate to Customer Care Manager or respective departments for assistance as accordingly.
- Daily invoicing and distribution of invoices.
- Bachelor’s Degree; Engineering, Finance or Economics highly preferred
- 3~5+ years’ experience in a Customer Service setting required with leadership potential.
- Proficiency with Microsoft Office Suite required
- Knowledge of ERP/order management systems as well as Salesforce
- Knowledge of international trading and shipping
- Strong communication/interpersonal skills, demonstrated ability to utilize strong written and verbal communication skills.
- Ability to interface with people at all levels within and outside the organization
- Ability to multi-task and juggle shifting priorities to satisfy customer requests
- Ability to speak with a wide variety of internal and external customers
- Ability and willingness to work with different departments within the corporation as part of fulfilling customer service excellence, including - but not limited to - technical support, engineering, sales, product management , finance, planning and logistics.