Job Summary 

The role is a core operational responsible for end-to-end order fulfillment, customer delivery management, cross functional commercial collaboration, RMA issue closure, process optimization. Customer Serving as the key contact among customers, sales, supply chain, logistics, finance and quality teams, the position focuses on delivery efficiency, customer satisfaction and operational risk control.

Objectives & Responsibilities 

1. Lead Assigned accounts’ End-to-End Order Fulfillment Management (Core)

Take charge of full OTC (Order-to-Cash) process management, including customer PO review, system order entry, verification of pricing, delivery time and commercial terms, order confirmation, inventory & delivery status tracking, order amendment management, shipment follow-up, document arrangement, and invoicing reconciliation. Proactively identify and pre-alert risks such as material shortage, delivery delay and order changes, to ensure accurate, error-free and on-time order delivery.

2. Daily Customer Service & Commercial Communication

Communicate and support regional customers and sales inquiries; respond to daily inquiries, availability checks and sample requests. Professionally handle customer demands regarding product certification documents, MOQ, trade terms and other commercial requirements, and maintain stable customer satisfaction and healthy business relationships.

3. Support RMA Closed-Loop Process

Manage customer quality complaints and full RMA processes including return, replacement and replenishment. Collaborate with quality and production teams to conduct root cause analysis and full issue closure, to reduce complaint rate and claim risks.

4. Improve overall order fulfillment efficiency 

Manage assigned areas and customer KPIs including on-time delivery rate, order error rate, customer complaint rate, RMA closing cycle and overdue order ratio. Compile weekly/monthly operation reports, review fulfillment bottlenecks and abnormal cases to line manager (if any), as to continuously improve and achieve the KPIs.

5. Optimize Cross-Functional Collaboration

Coordinate with sales, production planning, warehouse & logistics, quality, finance and other departments to resolve fulfillment bottlenecks. Sort out existing business workflows, establish standardized SOPs for order processing, sample application and RMA handling, eliminate repeated work and internal inefficiency, and ensure full compliance with foreign enterprise internal control policies.

6. Other ad-hoc duties as assigned.

  Requirements & Qualifications

• Bachelor’s degree. Minimum 3+ years customer service / order operation experience or relevant      working experience.
• Experienced in mainstream ERP systems (SAP) and office tools; capable of independent data      analysis, report compilation and operational problem review.
• Good English reading and writing skills; able to independently communicate with overseas customers and handle English business emails and official documents.
• Meticulous, rigorous and responsible in daily work with a strong zero-error awareness for order and operational management.
• Capable of prioritizing tasks and responding efficiently to urgent and unexpected issues under      fast-paced working conditions. Proactive in work execution, able to identify potential risks and problems initiatively and report to supervisors timely for early intervention and resolution.

Preferred Qualifications

• Experience in foreign manufacturing enterprises specializing in electronic components, wireless modules or connectors is preferred.