Customer Resolution Specialist

Job Description:

ACCOUNTABILITIES

You will work as single point of contact(SPOC) for a predefined group of customers, and your main tasks will be to ensure excellent customer service by

processing requests received by e-mails and phone

following up on orders to ensure KPIs such as delivery on time and customer satisfaction

handling customer inquiries and complaints

acting as the global contact on a daily basis to procurement, warehouse, shipping, sales, product management, accounting etc. to support our customers

acting as back-up for any team member who is out of office

You will join one of our teams in Beijing that support customers in China. The group is part of a larger group of teams spread across Europe, Asia and the US.

QUALIFICATIONS

Primary responsibilities

Participate in and contribute to a high performing Customer Service Team

Participate in and contribute to a high performing cross functional Customer Account Support Team

Build and maintain strong customer satisfaction through industry leading quick response times as well as honest and qualified responses to all customer requests and inquiries

Handle quotations and customer orders pertaining to SATAIR products including timely follow up on quotations, orders and backorders

Support Sales and Finance in collection of Accounts Receivables

Handle customer claims including timely handling of returned/ rejected goods from customers

Professional telemarketing towards customers

Maintenance of customer records

Positively participate in the promotion of cross and up-selling strategies towards growth accounts

Participate in back-up arrangements in support of absence by other Customer Service Executive colleagues

Any other reasonable requests from the Manager – Customer Service

Secondary responsibilities

Participate in external key customer meetings as per agreement with the Manager – Customer Service

Participate in internal customer account and other Customer Service meetings as per agreement with the Manager – Customer Service

Maintenance and development of the customer service quality level

General responsibilities

Comply with Satair Group’s mission, values and Quality Management procedures

Comply with Satair Group’s guidelines on Ethics & Compliance

Understanding, sharing and living of Satair Group values and rules

Respect Satair Group processes and procedures agreed per function

Keep the direct report informed of the status of agreed tasks and of any critical problem areas

Participate in optimizing Satair Group’s business procedures by applying existing Satair Group’s IT systems

Comment/advise on unsatisfactory situations within the organization, and propose potential solutions for improvements

Identify and offer suggestions to improve efficiency

Be well informed about and familiar with the latest developments in Satair Group's business

Have an inter-cultural understanding

Participate in occupational safety and health efforts

Contribute towards a positive and inspiring working environment

Personal & interpersonal skills

Attention to detail

Ability to and willingness to work under pressure

Good dispute resolution skills

Good negotiation skills

Service minded

Good communication skills

Cooperative and flexible

Intercultural understanding

Attitude supportive of SATAIR values

Professional skills

Preferably two years or more customer service experience within a similar sized organization

Working knowledge of English, both orally and in writing

PC literacy, including word processing, spreadsheets and databases

Knowledge of Lotus Notes tools

Familiar with work-related routines under SATAIR ERP system

Shipping knowledge, (including transportation of dangerous goods and INCO terms)

Apply now and grab your boarding pass for your next challenge with us in Satair!

Please send us your application as soon as possible as we are interviewing on an ongoing basis, to get the opportunity to become part of an exceptional global team, driven by a customer-centric and innovative mindset and a can-do attitude in everything we do.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Satair (Beijing) Co. Limited

Contract Type:

Fixed term

Experience Level:

Professional

Job Family:

Material Support & services

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