Senior Customer Service Executive

Full Job Description

Job Description/职位描述

Department/部门：SC

Position/职位： Senior Customer Service Executive

Workplace/工作地点：China -Shanghai

Main responsibilities/工作职责： 1.Manage the full order lifecycle and provide end to end customer service, including requirement confirmation, coordination of multi level approvals, inventory tracking, master data maintenance, shipping and customs arrangements, documentation preparation and processing, delivery coordination, order billing, ensuring seamless order fulfillment.

2. Act as the key interface among customers, sales, logistics and cross functional teams, establishing and maintaining an efficient, ongoing communication channel to ensure timely information sharing and drive efficient order execution and on-time delivery.

3. Respond to business/inventory inquiries, coordinate urgent requests and unexpected order issues, and mobilize internal and external resources to drive effective problem resolution.

4. Manage daily operations in compliance with company procedures, including customer contract management, consignment inventory monitoring and control, and customer complaint resolution.

5. Compile CS-related data reports, perform accurate and efficient data collation, analysis and reporting, and achieve KPI targets.

6. Organize internal/external meetings and special projects, drive cross-departmental coordination to ensure smooth execution.

7. Contribute to digital transformation, new project launches, and cross departmental process optimization initiatives, providing business data support and process implementation assistance.

8. Manage CS-module compliance.

Job requirements/任职要求：

1. .Bachelor’s degree or above, International Trade / Supply Chain Management related majors preferred.

2. 3+ years of hands-on experience in customer service or import/export operations within a foreign-invested manufacturing or chemical company.

3. Proficient in MS Office suite with strong Excel skills; hands‑on SAP experience is a plus.

4. Good written & spoken English (CET-6 or equivalent) – able to use English OS, handle overseas business correspondence, and participate in English meetings.

5. Strong cross-departmental communication skills; detail-oriented and well-organized; capable of managing multiple tasks with strong ability to respond to and resolve unexpected issues under pressure.

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