ITT headquarter decided to establish customer service center in Shenzhen China so I was dispatched to transfer ITT Singapore CS function back to Shenzhen and then assigned the job to Shenzhen CS personnel. The main function is to digest the customers’ data especially for Motorola and Siemens.

I was in charge of order fulfillment including order entry, order commitment, pull-in, push-out, tracking delivery date for our key customers such as Solectron, Celestica, Astec, etc. Also I was in charge of backlog and inventory management because many of our customers were implementing VMI or schedule sharing modules.

Providing passport and visa application inquiries，examination and verification for group staff who would be assigned to work at oversea branch. Also I provided translation service for department foreign colleague.

I worked as customer service supervisor in this company with 5 staff. My daily job was:
1. Fulfilling the orders from the most important customer Motorola Tianjin and Israel including order entry in ERP system and answering the best delivery schedule to customer by e-mail and answering customer’s telephone and e-mails for their requirements for pull-in, push-out or cancellation, etc. and then coordinating with internal related departments to meet customer’s requests at utmost (order and delivery control).
2. Handling RMA and customer’s complaints;
3. Making commercial invoice after shipments;
4. Assisting financial department for payments;
5. Assisting department staff for tough job;
6. Improving the overall backlog and optimize the backlog and minimize the risks of the inventory ( backlog and inventory control);
7. Assisting sales person to negotiate with customers when needed;
8. Implementing quarterly customer’s satisfaction questionnaire;
9. Making and submitting daily booking & sales report & weekly report and then analyse them with department manager;
10. Making all kinds of flow charts when needed.