Customer Care Coordinator

Your role

As a Customer Care Coordinator, your mission is to in conjunction with the EDWARDS and CSKT rules and practices, support the Sales Administration procedures in order to provide help and support to customers and Key Account Managers. Work with sales colleagues and the other departments of the organization in order to ensure the success and the consistency of the Company's objectives.

You will

• Prepare quotes and enquiries and follow up.
• Respond interactively and immediately, verbally and in writing, to customer enquiries and requests, including simple technical enquiries, price and availability quotations and standard repair charges in accordance with the sale strategy of the Key Account Manager.
• Take orders, progress exceptions, progress orders and allocate priorities for effective order fulfilment.
• Where queries are of a technical nature, ensure that they are passed to the appropriate body and that the customer is totally satisfied with the speed and content of the response.
• Be responsible for ensuring that all customer contacts are recorded, and consequent administration is kept fully up to date, both in file and on computer. Update customers' specification folder or order amendment requests.
• When applicable, participate in following up customer contacts and other pro-active selling programmes to ensure customer satisfaction and growth of sales.
• Follow up deliveries according to the requested customers' delivery dates.
• Provide invoice in time.
• Establish relationships with the accounting people of each customer.
• Provide feedback to Service Technology Center on problems with delivery / service schedule via email or contact Service Technology Center via Microsoft teams immediately.
• Furnishing after-sales support; process warranty claims and returned goods; issue credit; deal with account queries and progress customers for payment. Log service calls and progress these to completion.
• Support the Key Account Managers in their day to day activities.
• Provide regular reports and status of payments, invoices, delivery schedule.
• EHS responsibility: please refer to Document No. ESP05-Structure and Responsibility.
• Take any tasks or projects assigned by the immediate manager/supervisor.

To succeed, you will need

We encourage you to apply even if you don't meet all requirements. We value diverse experiences and look forward to what you bring.

• Inter-personal and communication skills, particularly over the telephone, to build sound relationships with customers and to manage his or her team effectively. Capable of embracing the Total Quality Management concepts.
• Strong administrative and organizational ability with a capacity for and experience of detail to ensure that sophisticated computerized systems and procedures are operated reliability.
• Native Chinese speaking and fluent in English
• Familiar with Microsoft Office software (Word, Excel, PowerPoint, …) and Outlook email
• Knowledge of sales office systems and procedures.
• Knowledge of import/export procedures, letter of credit, incoterms, customs procedures. Familiar with customer inspection and payment procedures.
• Degree in related business subjects (accounting, marketing,...) or technical degree (mechanical, electrical, …) followed by at least 1 year in sales administration roles and on Import/Export.
• Experience of handling industrial products or preferably vacuum products.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

On-Site

This role requires you to work on-site at our office in Hsinchu, Taiwan (TW). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.

Contact information

Talent Acquisition Team: Veronica Peng

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