Customer Service Team Leader (Strong Chinese)

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1. Order Visibility
Collect and consolidate special order projections (e.g., big volume, short lead time)
Translate demand signals into actionable insights for Operations (capacity & material readiness)
Ensure forward visibility of risks and constraints
2. Order Trend Analysis & Risk Alert
Analyze historical order patterns and deviations
Engage customers to validate abnormal demand signals
Provide early warnings (heads-up) to internal teams
3. Cross-functional Coordination & Service Improvement
Partner with Ops, Planning, Quality, Supply Chain
Identify service gaps (lead time, quality, responsiveness)
Drive action plans for improvement
4. Daily Order Execution & Delivery Control
Monitor WIP and order status daily
Track and improve: CRD/SLA hit rate/Delivery performance
Highlight and escalate at-risk orders
5. Issue Resolution & Escalation Management
Handle urgent orders, escalations, and ad-hoc requests
Coordinate internally to unblock bottlenecks quickly
Act as the voice of customer during critical situations
6. Customer Communication & Voice of Customer
Communicate clear updates, risks, and recovery plans
Capture and represent customer feedback internally
Ensure alignment on expectations vs reality
7. Performance Reporting & Business Review
Prepare monthly service dashboards:
Flexibility
Reliability
CCR (Customer Claim Rate)
CRD Hit Rate
Customer feedback
Present insights + action plans in business reviews