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customer service representative - converse (etw)

China Date posted 04/15/2019 Schedule

  1. OVERALL JOB PURPOSE

    Customer Service for the retailers and Special accounts of Energy, develop solid relationship with internal and external accounts while effectively support Sales and Marketing strategies.

    II.ESSSENTIAL JOB DUTIES AND RESPONSIBILITIES

    % Time

    50% 1.Receipt of customer orders, order management: order placement and input in system, proactive resolution of problems, enforcement of Converse policies, product information and availability, allocation, claim management; value added services, and consumer services.

    25% 2. Order management for internal accounts of free delivery: Company order and seeding order. Place order, delivery and shipment receipt follow up.

    5% 3.E-Com and FOS order management: Stock reservation for DTC order, weekly order replenishment for E-com and FOS. Smooth shipment to own store.

    5% 4.System testing: System new functions development testing, bug fixed testing.

    5% 5. Customer connections: accounts contact for regular survey or information share with accounts.

    5% 6.Reports: Sales order analysis, Order cancellation, order reconciliation ,miscellaneous work on reports.

    5% 7.Call Center business: Monitor 3rd party vendor to smooth hot line service to consumers and retailers.

III. CORE COMPETENCIES:

Optimism

Successful CONVERSE performers possess and convey a contagious enthusiasm about tomorrow. They see the good n situations and in others.

Flexibility/Tolerance for Ambiguity

Successful CONVERSE performers work well in a fluid environment. They are adaptable and patient, with a balanced personality that allows them to adjust as situations change. They are open to new ideas and new ways of doing things. They flex with change and tolerate ambiguity.

Problem Solving &Decision Making: Judgment

Successful CONVERSE performers make decision that reflect sound judgement. They use creative problem-solving methods to analyze problems, generate options, and decide on a course of action that moves the organization toward its goals.

Results Orientation

Successful CONVERSE performers are achievement – motivated – they want to win and the win itself is the reward. They focus persistently on outcomes – thy establish goals, monitor progress toward them, and ultimately achieve them. They feel a sense of urgency to reach their goals on time, if not before.

Customer knowledge

Successful CONVERSE performers are skilled at building and maintaining business units.They can start a business from scratch, and design roles, structures, and processes to achieve goals.They are creative and future-oriented, and always watch for opportunities to expand products and business at large.

Resource Efficiency / Multi-Tasking

Successful CONVERSE performers are amazingly efficient and productive.They recognize the financial value of CONVERSE resources and are skilled at allocating them for optimum profitability.They are organized to make the best use of time, effectively handling a number of competing priorities.They move with agility from one task to another.

IV. ESSENTIAL JOB QUALIFICATIONS

  • Education/Work experience: Bachelor degree or above.

  • Knowledge: Good understanding of Customer Service policies

  • Skills/Abilities:

Mental

  1. Competency in speaking, writing, and reading English and Chinese.

  2. Cantonese is preferred.

  3. Must posses excellent listening and communication skills.

  4. Ability to manage multiple priorities at the same time

  5. Proficiency in Microsoft Excel, Word, PPT and outlook.

Interpersonal

  1. Ability to negotiate, persuade and influence in critical situations to obtain consensus with internal and external customers.

  2. Hard working, Patient, Precise, Target-Oriented.

V. LEARNING OPPORTUNITIES

  • Increase awareness of customer expectations to attain competitive advantage

  • Develop and use planning tools to execute and support product flow

  • Participate in the strategic direction of the customer service function

  • Effective communication methods

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