(PG) Customer Service Supervisor / Sales Supervisor

1. Segment customers and orders, distribute workload to ensure balance, monitor overall order status, and step in to assist when manpower is insufficient.
2. Responsible for the on-time delivery rate of the entire department, participate in delivery review meetings, and drive root cause corrections for recurring delivery issues.
3. Responsible for the timeliness of reconciliations and the accounts receivable ratio, approve discounts and compensations within the delegated authority limit, and propose shipment suspensions for overdue payments.
4. Responsible for complaint response time, report significant complaints to the Director within 24 hours, and lead root cause corrections along with long-term measures for recurring systemic issues.
5. Compile departmental performance dashboards, report causes and measures for non-achieving items to the Director monthly, and maintain documentation for procedures, forms, and Customer Service work standards.
6. Responsible for claim timeliness and recall rates, approve claim amounts submitted to customers within the delegated authority limit.
7. Open quotation requests in the RFQ system, follow up with each unit to input pricing information, compile and submit to the Director for consideration. Must understand the components of the quotation system, including BOM specifications, production processes, Minimum Order Quantity (MOQ), Lead Time, Liability, Step Pricing, and Margin.
8. Welcome walk-in customers, present company information and manufacturing capabilities, and conduct factory and production line tours.
9. Represent the Customer Service department in delivery review meetings and sign delivery documents.
10. Represent the Customer Service department in project handovers and delivery review meetings to ensure alignment with PM, Production, and Quality Assurance departments.
11. Segment customers and workload, manage duty rosters and leave schedules, ensure backup operators are available, chair team meetings, conduct performance evaluations at least every 6 months, and prepare training plans and successor development plans.
12. Responsible for ISO audits and customer audits within the Customer Service process during normal production, and lead root cause analysis and non-conformity closures.

Qualifications: No gender restriction Must have at least 5 years of experience working in a factory Experience in Sales/Business departments and management experience at a Supervisor level will be given special consideration Must have basic English skills, able to handle business emails and use English-related systems such as ERP, customer Supply Chain systems, etc. Fluency in English is not required; Chinese language skills will be given special consideration Must have computer skills, such as being able to use Excel and Office Software proficiently.