Customer Care Co-ordinator

Your role

As a Customer Care Co-ordinator, your mission is to [In conjunction with the Edwards’s rules and practices, support sales team to fulfil internal customers’ requirements and meet customers’ expectations within Edwards. Work with other related departments to ensure the success and the consistency of the company's objectives.]. You will report to [Customer Care team leader].

You will

• Order management to ensure the trade compliance

1. SAP order management (such as REQ, MAD, OTD, holds, selling price, payment term, Incoterms, and invoice management etc.) in high level to ensure supply plan aligns to delivery against promise with OTD target.
2. Ensure proper and timely execution of order processing activities, which may include registering customer master, order entry, performing pricing, producing documentation, billing with high level efficiency and professionalism against CVC SLA & China Prokura
3.  Review and monitor customer complaints in CRM or Fracas and impel related function for the improvements
4. Analyse kinds of SAP data to perform and monitor key customers order trends and control risk

• Order management to promote customer experience and perception

1. First response to the inquiry from customer through various portals (mailbox, hotline, cell-phone, field service, etc.) 
2. Fulfill & follow up on customers' system to accelerate the order process
3. Drive or lead amongst cross-functions (finance, sales, planning, WH&logistics, PCs, etc.) on process standardisation and optimization, or project discussion to develop strong and influential relationships and deliver critical thinking on problem solving
4. Balance time and risks, prioritise resources and demands to deliver a high-quality order processing with lowest impact of confliction

• Inventory control involvement – key element of company NWC

1. Periodically review aged orders especially with frustrated inventory, push sales & customers for the solutions or allocate to other orders to reduce the inventory
2. L&E and docking orders follow up and monthly report to make sure company assets are closely monitored and in align with SAP data, reduce the risk of unexpected cost caused

• Revenue achievement - support team leader to estimate revenue figures with clear roadmap

To succeed, you will need

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

• University or college degree with major in business, trade and equivalent
• Have at least 3 years of relevant work experience
• Fluent on verbal and written English, as well as hands-on knowledge of computer software (Word, Excel, PowerPoint….), etc.
• Interpersonal and communication skills, particularly over the telephone, to build sound relationships with customers.
• Analytical & problem-solving skills, to find & highlight potential risks and seek the solutions together with related sources.
• Work under pressure, willing to adapt the challenges and changes and to make innovation & revolution

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

Option 1: On-Site
This role requires you to work on-site at our office in Shanghai, . You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.

Contact information

 Talent Acquisition Team: Summer Danfeng Hu