GRC Customer Service Coordinator I

SCOPE
The GRC (Global Resource Center) Customer Service Coordinator I provides support to global China based sales branches by assisting with customer inquiries, the coordination of special customer requests, and issue resolution. This is a bilingual role and requires verbal and written proficiency in Mandarin.
ACCOUNTABILITIES
• Verify and expedite customer orders to ensure accuracy and secure on-time delivery by coordinating the special request with the Branch Coordination group.
• Provide information to the customer regarding order status by answering inquiries by phone and email by looking up the inquiries in the sales database.
• Coordinate issue resolution by working with the Sales Representative and the Customer to ensure a smooth sale to shipping process.
• Collaborates and develop an effective and efficient remote work communication with the Branch.
• Participate in all required Branch meetings or discussions through live chat, team's weekly video, or phone calls in case of an emergency.
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
• Assist with the processing of customer quotes by performing stock checks and obtaining delivery information by utilizing the computer supplier access.
• Process order confirmation files by reviewing data and maintaining accuracy resulting in low sales errors and high quality.
• Participate in the company Total Quality process by following established policies and procedures.
• Provide support to the Sales Representatives by returning phone calls to customers, sending samples and sales literature to customers and researching and preparing customer return authorizations and replacement orders.
• Additional duties as assigned.