The Order Support Representative is an internal problem solver with a dedicated relationship to specific manufacturing sites. Their primary function is to help ensure that any non-production issues with an order after the order confirmation are effectively handled, and that any changes to delivery timelines are proactively communicated to the customer. This role serves as a bridge between the commercial operation and key teams responsible for fulfilling orders, including shipping, logistics, supply chain, operations and planning. They give both the sales team and the manufacturing site a single point of contact within the CX team, and work to balance and prioritize requests that come in from all 3 CX regions.
•Acts as the first line of support for Sales and Order Management teams when dealing with a customer request related to delivery, quality or other topics that require PU engagement.
•Engages with logistics, planning and other PU functions to understand the status of customer order related issues to accelerate issue resolution.
•Communicates issue updates back commercial team stakeholders to ensure effective customer updates.
•Triages sales requests related to customer issues and resolves issues on own where possible.
•Executes regular reporting/cataloging of customer-facing issues at assigned PUs and works with PU teams to improve processes.
•Participates on order reviews with PU with the goal of ensuring that upcoming orders are on-track.
•Monitors upcoming “orders due” to confirm with the PU that they are on-track.
•Administrative complaint management via Everest, including RMA creation.
•Builds a working-relationship with the key contacts at the PU they support.
•Executes ERP updates related to customer delivery dates, following input from the PU.
提供客戶專業的服務、迅速處理各樣需求,確保整體流程順暢,達到客戶滿意並促進長期的業務關係。
- 隨時保持積極正向的態度來應對客戶, 提供專業的客戶服務, 並迅速回覆客戶問題
- 使用ERP系統處理各樣工作, 諸如客戶資料建立/訂單輸入等
- 接收並輸入訂單、貨品跟催、發貨及開票、來款處理、客訴及退貨處理
- 了解並記錄客戶習性, 提供工廠及業務人員能夠持續改進的參考
- 持續學習了解客戶需求及公司的產品、服務及流程
Ensure customer satisfaction and provide professional customer support to achieve long term business relationship.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries. Communicating with customers through various channels.
- Processing orders, forms, applications, and requests.
- Orders follow up, delivery, invoicing, and AR handling.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Knowing our products inside and out so that you can answer questions.
- Communicating and coordinating with colleagues as necessary. - Providing feedback on the efficiency of the customer service process.
◆ Manage employees and build teams, motivating and disciplining staff.
◆ Supervising warehouse environment, ensure safety of staff.
◆ Facilitates meetings with cross functional team members to resolve risk factors that may compromise a customer delivery schedule.
◆ Manages department related reports (performance, productivity) internally and externally.
◆ Handle and execute shipping operations. Supervise daily activities of the warehouse, including quality assurance, inventory control, space management, logistics, floor productivity..etc.
◆ Develops and trains warehouse employees.
Job Responsibilities:
1. Maintain and grow business with assigned key accounts, established good relationships with customers.
2. Drive and achieve assigned sales revenue goal, timely report on sales activities and collect competition information.
3. Address and follow up inquiries per customer requirements, coordinate with internal support function team to ensure timely response to customers.
4. Coordinate with supply chain, quality and production to ensure timely supply of products for customers.
5. Support new product launches activities, collaborate closely with the cross-function team to facilitate new product commercialization.
6. Maintain intense market knowledge of competitors, customer activities and market trend.
7. Act as primary contact window between internal and external customers to mitigate and resolve business issues.
8. Establish external partnerships which bring value to customers.
9. Manage sales activities including product promotion, customer complaint, etc.
10. Take the lead to collaborate with operation team to respond customer demand timely.
11. Other tasks will be assigned upon management’s request.
隨著公司業務量穩定成長,我們正積極擴編團隊,現正招募 Supply Chain Administrator,歡迎有志於供應鏈管理與客戶服務的你加入我們!
此職位將支援物流與客戶服務相關作業,並與專案經理、採購、財務與營運等跨部門密切合作,確保客戶訂單與交期達成服務水準目標。你將直接向客戶服務經理報告,並與專案經理密切合作,是一個能發揮溝通協調與持續改善能力的關鍵角色。
由於此職務需與國內外團隊密切合作,**具備英文能力(TOEIC 650分以上或同等程度)**將有助於溝通與工作效率。
如果你樂於與各部門合作,並期待在實務中成長精進,這將是一個不容錯過的機會!
Key Responsibilities:
1. Enter SO/PO data and update shipping schedules
2. Coordinate product shipments from suppliers to customer locations to ensure timely and accurate delivery
3. Support customer service activities, including:
(1). Processing and communicating PO commitments
(2). Receiving and managing customer POs
(3). Sending outbound shipment notifications
• Interact / Interface w/Amphenol Commercial and High-Speed BU teams on material supply, buffer inventory, manage aging inventory, etc. requirements.
• Interface/communicate via e-mails, F2F, phone conversations with key account customer on expedites, COS, part number shipment details, RFQ activities.
• Integrate with Sales and BU Product Managers on key Design opportunities.
• Integration w/Direct and ODM account teams on key metrics that will deliver growth.
• Develop a successful Business Continuity Plan.
• Integrate with all BUs to develop an annual cost down plan.
• Support Business Management Meetings (QBR), and strategic annual business plans.
• Integration with all Bus on key metrics
• Market share monitor w/BU and Sales team
• Align businesses to deliver customer forecasts.
• Integrate and manage PCNs internally and externally w/customers
• Manage customers’ Key Initiatives by working with Sales/FAE and BU’s.
• Integrate with Amphenol’s BU team to support RBA, Resilinc, plant quals., etc