Customer Service Representative

KEY RESPONSIBILITIES:Act as the primary point of escalation for customer and team issues, ensuring resolution and follow-up.Build and maintain strong relationships with key accounts, ensuring alignment with customer goals.Conduct customer reviews, feedback sessions, and success planning meetings.Lead, mentor, and develop a team of Customer Success Specialists, providing clear direction and ongoing coaching.Monitor team performance through defined metrics.Foster a culture of accountability, collaboration, and continuous improvement.Customer Success & EngagementManage escalated customer cases directly, including disputes, urgent orders, or complex operational challenges.Operational Execution & Process ExcellenceSupport day-to-day operational tasks, including order fulfilment, billing, invoicing, and customer data management, when needed.Ensure accuracy and compliance in order-to-cash processes, coordinating with internal teamsGenerate and review critical customer documentationConduct root cause analysis on recurring issues and drive process improvements.Maintain strong knowledge of systems (e.g., SAP, CRM) and guide the team in their effective use.Contribute directly to month-end closing activities, financial reconciliations, and customer reporting.REQUIREMENTS:Bachelor’s degree in Business, Management, Supply Chain, or related field.Minimum 5 years of experience in Customer Success, Account Management, or Order Management, with at least 2 years in a leadership role.Strong track record of balancing leadership with hands-on operational involvement.Excellent communication, negotiation, and problem-solving skills, with the ability to resolve complex issues.Solid understanding of end-to-end order-to-cash processes; SAP/CRM experience strongly preferred.Highly adaptable, detail-oriented, and results-driven, with the ability to manage multiple priorities under pressure.Analytical mindset with the ability to translate customer data into insights and actions.Proficiency in English; fluency in Mandarin is a strong advantage.