Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Position Summary
Serve as the primary operational interface between customers, Sales, Supply Chain, Finance, and other cross-functional teams. Responsible for end-to-end order management, customer support, sales operations coordination, and business process execution to ensure customer satisfaction, revenue realization, and operational excellence.
Key Responsibilities
Order Management & Customer Service
-
Manage the complete Quota-to-Cash (QTC) process from order receipt through delivery and billing.
-
Create, update, and maintain sales orders in ERP systems, ensuring data accuracy and compliance with company policies.
-
Monitor order status and proactively manage open, blocked, delayed, or at-risk orders.
-
Coordinate with customers, Sales, Supply Chain, Logistics, and Finance teams to resolve order issues and ensure timely delivery.
-
Provide shipment updates, shipping documentation, invoice support, and post-order follow-up.
-
Handle customer inquiries, complaints, and escalation cases in a timely and professional manner.
-
Support customer account creation, material extension, and system master data maintenance.
Sales Operations Support
-
Support sales teams with quote, order, pricing, and commercial process execution.
-
Conduct order and quote research, issue resolution, and order administration activities.
-
Support sales forecasting, revenue pacing tracking, backlog management, and business reporting.
-
Maintain sales-related systems to ensure data accuracy, completeness, and compliance.
-
Proactively identify risks and opportunities related to revenue, backlog, inventory, and customer commitments.
-
Support territory planning, quota administration, and other sales operational activities as required.
Cross-functional Coordination
-
Partner closely with Sales, Finance, Credit, Legal, Customer Service, Supply Chain, Logistics, and Marketing teams to ensure smooth business operations.
-
Support collection activities, invoice management, VAT processing, and audit requirements.
-
Coordinate shipment expedites, customer escalations, and supply recovery activities when required.
-
Drive process improvements and operational efficiency initiatives.
Reporting & Continuous Improvement
-
Maintain operational dashboards and business reports.
-
Analyze order, backlog, inventory, forecast, and revenue trends to support decision-making.
-
Identify process gaps and recommend improvement actions.
-
Participate in projects related to system enhancement, process optimization, and business transformation.
Qualifications
Education
-
Bachelor's degree in Business Administration, Supply Chain, Operations, Information Technology, or a related field.
Experience
-
3–5 years of experience in Customer Service, Sales Operations, Order Management, Supply Chain, or related functions.
-
Experience working in multinational environments preferred.
-
Experience with QTC (Quota-to-Cash) processes preferred.
Knowledge & Skills
Technical Skills
-
ERP systems:SAP/E1/Kingdee
-
CRM systems (Salesforce preferred)
-
Microsoft Office (Excel, PowerPoint, Outlook)
-
Order Management & Customer Service processes
-
Sales Operations and Forecast Management
-
Supply Chain & Logistics fundamentals
Core Competencies
-
Strong customer focus
-
Excellent communication and stakeholder management skills
-
Strong analytical and problem-solving capability
-
Cross-functional collaboration and influencing skills
-
Ability to manage multiple priorities in a fast-paced environment
-
Strong ownership and accountability
-
Risk identification and escalation management
-
Continuous improvement mindset
Language
-
Fluent in both written and spoken English and Chinese.
