You will coordinate and support European & CIS customer service support provided by the company’s global support centre based in China and a third party service / logistics company. Customer Service includes spare parts management, service stock projection / analysis / distribution, liaising with logistic and shipment arrangement, supervising warehouse operation, and meeting KPI targets.

-   Monitor Waiting for Allocation queue in ASP (Authorised Service Provider) on line system, taking appropriate action to ensure that RMA (return merchandise authorization)  can be processed within the agreed SLA (Service Level Agreement)

-   Process the special warranty orders received from customer, answer special warranty inquires from Sales team

-   Service / buffer stock control – monitor stock levels to ensure that the ASP’s have the necessary buffer stock

-   Assist Product team to monitor the Demo Pool

Maintain and revise policies and procedures for the environmental compliance operation. Ensure the company’s products meeting necessary EU compliance requirement and keep abreast with the latest legislation and individual Member States national practices.

Liaise with spare part team and third party service provider to make sure parts planning and supply meet the requirements of company’s repair needs in order to meet its warranty obligations and KPI’s.

-   Invoicing / Invoicing inquiry (raised by various parties)

-   Process Extended warranty upon request

-   Process Out Of Warranty Spare Parts Sales

-   Perform processing Refunds / Credits from European and CIS Distributors

-   Collaborating with internal and external team for repair report (monthly) to ensure quality control of the report

-   Validate / check the accuracy of the report answering all enquiries might raise by either internal or external team

-   Ensure that Retail Return requests from customers are processed within Service Level Agreement (SLA)

-   Prepare training material and ensure adequate Retail Return process training is provided for GSC (Global Support Centre)

-   To assist with other duties appropriate to the post as required by the Service manager

Education:

-   BA Degree in Business Administration or similar

Experience:

-   Minimum of 2 years experience in warranty or after-sales service related activities

-   Good knowledge of financial procedures and ability to interpret and process financial information

-   Computer literate at an advanced level in word and excel

-   Strong customer interface skills

-   Excellent analytical and problem solving skills

-   Understanding of work flow processes

-   Strong organisational skills and ability to prioritise workload

-   Self motivated to meet project / operational deadlines

Language:

-   Excellent English Language Skills (verbal and written)

-   Fluent Mandarin Language Skills (verbal and written)