Customer Service Representative客户服务

● Responsible for managing overall service order process through SAP, including quotation, cost calculation, service order forecast, order entry, repair sales KPI and service centre inventory management.

● 负责通过SAP管理服务订单的整个流程。整合服务的整个计划流程，同时负责维修分析服务订单的预测，以及订单输机，实现销售KPI， 同时负责库房管理。

● 通过SAP管理维修中心维修订单，熟练使用SAP系统准确、及时录入维修订单。仓库管理，办公室文件整理、归档。参考维修产能状态协助维修中心经理制定维修日计划、月计划，并督促完成。

PRIMARY DUTIES（主要职责）:

● Familiar and utilize SAP to manage service order, including enquiry creation, quotation, price confirmation, returned seal registering, order entry, procurement request release, wok order release, TECO and billing.

● 利用SAP管理服务订单，包括从创建服务订单、报价、确认报价、零件接收、TECO、***整个流程

● Be familiar with SAP SM model, ensure data up to date and accurate. Error rate is less than 3%. Using SAP to analyse service KPI.

● 熟练使用SAP SM模块，及时、准确录入维修订单，确保系统数据的准确性。每年度维修订单”系统状态“和“用户状态”错误率不超过3%。通过SAP来分析服务的KPI

● Provide service order output forecast and KPI analysis.

● 熟悉公司维修中心KPI，确保维修订单数据的真实并尽力满足KPI要求。每年度KPI超期不超过5%

● Responsible on tracking service order progress and timly coodinate with related function in order to meet customer needs.

● 负责服务订单的跟进: 维修订单的状态跟进，提醒、配合服务中心经理跟进维修订单进度。配合服务中心经理完成各项维修任务，督促区域销售及时下合同确保WCAO超期订单数量不超过30个，及时收款确保TECO NO BILLING订单的数量不超过30个。质量反馈订单的及时录入及关闭。

● Responsible to update order status and action required during daily accountability meeting.

● 负责在每天的服务晨会与服务团队沟通服务订单的状态和行动计划。

● Work with central operation in Tianjin for the waiting part’s delivery, ensure the parts arrival on time.

● 负责与天津工厂运营团队就零件交付时间进行日常沟通、督促。及时与运营团队及其它各维修中心协调紧急需求及超期需求。确保维修中心OTD数据的持续提升。

● Propose continue improvement ideas based on the gap between service KPI target and actual performance.

● 根据服务KPI，以及与实际情况的差距，督促服务团队改善工作

● Be responsible for service centre inventory management, including daily goods in/out, parts picking for work order, inventory counting, and customer inventory management based on agreement.

● 负责管理库房。每年库存零件至少一次进行100%盘点，达到账实相符率98%以上。及时收货，检查订单到货状态。收货及时率不低于99%，准确出库零件，COGI错误为“0”， 订单出货准确率达到100%。

● Daily team and subsidiary activity administration.

● 服务中心日常的行政工作支持。负责办公区域及库房的5S管理 ; 负责办公区域的卫生，办公室水电费、电话费缴纳，负责分公司报税、营业执照年检。负责办公室文件整理、归档工作。

● Report all kinds of customer complaints to the relevant departments in a timely manner in the form required by the company

● 及时的将各类客诉以公司要求的形式报告给相关的部门。

● Other duties as assigned.

● 公司安排的其他工作。

OCCUPATIONAL ENVIRONMENTAL, HEALTH AND SAFETY DUTIES（职业环境、健康及安全职责）:

● Cares for the environmental, health and safety of self and others.

● Follows workplace procedures and instructions at all times.

● Maintains tools, equipment, and facilities to make sure of safe performance and good OHS practice.

● Identifies and reports unsafe, unhealthy or hazardous working conditions.

● Uses personal protective equipment as required.

● Does not engage in practical jokes that could harm the health or safety of another person.

● 关心自身和他人的环境、健康和安全。

● 始终遵守工作场所的程序和指示。

● 维护工具、设备和设施，以确保安全性能和良好的职业健康安全实践。

● 识别并报告不安全、不健康或危险的工作条件。

● 根据需要使用个人防护设备。

● 不参与可能危害他人健康或安全的恶作剧。

EDUCATION AND WORK EXPERIENCE REQUIREMENTS

（学历及工作经验要求）：

● 本科及以上学历，有机械专业或相近专业的教育背景Bachelor degree or above.Major on Mechanical engineering is preferred

● 至少3年以上机械行业的工作经验 At least 3 years’ experience in mechanical industry

● 熟练使用SAP软件进行订单的日常操作 Good at SAP or other ERP system

● 数据分析技能，能够依据SAP数据做出数据分析 Skill for data analysis.

● 精通EXCEL基本技能 Fluent on EXCEL.

● 熟练使用微软办公软件如 MS Office (particularly Excel), MS Outlook, Fluent on Office, outlook tools

● 能够使用英语作为工作语言进行口头和书面交流Can use English as a working language both in verbal and written.

● 保持与利益相关者良好关系的能力Ability to develop and maintain good relationships with related stakeholders.

● 工作态度热情、积极主动，良好的客户服务意识Enthusiastic working attitude, proactive, good customer service awareness.

● 不计较个人得失，有奉献精神 Dedication regardless of personal gains and losses

● 具有较强的责任心、团队协作精神及抗压能力Responsible, teamwork spirit, able to work under pressure