Job Description
1. Sales Operations & Order Management
- Oversee and ensure accurate processing of sales transactions in the ERP system, including Sales Orders (SO), Sales Agreements, Shipment Instructions (SI), and Warehouse Shipments (WS)
- Manage the end-to-end order lifecycle from receipt to delivery, ensuring timely fulfillment, complete documentation, and system accuracy
- Supervise Sales Order Returns (SOR), including cancellations, exchanges, and returns in compliance with company policies
- Provide guidance and support to Customer Service team members to maintain operational efficiency and accuracy
2. Logistics Coordination & Order Fulfillment
- Coordinate with customers on Purchase Orders (POs), delivery schedules, inventory availability, and order margins
- Monitor key operational and financial indicators such as exchange rates, inventory value, lead times, and commercial terms
- Track logistics performance and prepare periodic operational reports
- Collaborate closely with Sales and Logistics teams to resolve issues and mitigate operational risks
3. Customer Relationship & Service Management
- Build and maintain strong customer relationships through proactive communication and engagement
- Handle customer inquiries and complaints effectively to ensure high customer satisfaction
- Collect and analyze customer feedback to identify improvement opportunities and enhance overall customer experience
4. Pricing Control & Commercial Compliance
- Ensure all pricing decisions are compliant with company policies and properly documented
- Partner with the Sales team to resolve pricing issues and facilitate seamless order execution
5. Team Leadership, Reporting & Continuous Improvement
- Act as both a hands-on contributor and team coordinator in daily operations
- Coach and support team members to ensure consistent service standards and efficient workflows
- Prepare regular reports on order status, service performance, and operational issues.
- Ensure compliance with internal policies while driving process improvements, system optimization, and service excellence
6. Perform other duties as assigned by BOD
Requirements:
- Bachelor's degree in Business Administration, Economics, Supply Chain Management or related fields
- Minimum 5 years of relevant experience, preferably in international business environments
- Strong understanding of ERP/CRM systems and order management processes
- Solid knowledge of customer service operations, including KPIs and SLAs
- Good understanding of customer experience (CX) and continuous service improvement practices
- Familiarity with AI tools, automation platforms, or customer service technologies is an advantage
- Fluency in English (written and spoken); Chinese proficiency is a strong plus
