Customer Support Representative-Purchase

Position Overview:

We are seeking a Customer Service Representative who is fluent in both Mandarin and English to join our New Jersey team. The ideal candidate will be the first point of contact for our customers, ensuring a seamless experience from inquiry to post-purchase support. This role is crucial for maintaining customer satisfaction and fostering long-term relationships with our clients.

Key Responsibilities

Customer Interaction

Ø Address customer queries, resolve issues, and provide support via phone, email, or chat.

Ø Understand customer needs and preferences.

Ø Provide accurate product information and recommendations.

Ø Handle customer inquiries and resolve issues promptly.

Ø Build and maintain strong customer relationships.

Order Process

Ø Demonstrates accuracy in understanding customer needs and selecting the appropriate items.

Ø Capable of interpreting customer drawings to identify and list the correct products

Ø Send estimate to customer

Ø QB order processing or Kunlu order processing

Ø Send invoices, payment instructions, and ETA notifications to the customer in a timely manner.

Ø Provide the warehouse with a delivery report 1–2 days in advance.

Ø Ensure payment is collected at least one day prior to the delivery date.

Sales Support

Ø Assist in opening new accounts in accordance with internal procedures.

Ø Support the placement of sample orders as needed.

Ø Coordinate with the Sales team to communicate with customers based on their instructions.

Ø Generate and follow up on estimates, proposals and orders

Ø Help maintain an organized showroom updating displays as needed

Ø Upsell the customers to sell lighting packages and accessories

3

Claim

Ø Go over claim details with sincerity and patience, strategic language to maintain professionalism and foster a positive resolution

Ø Investigate and resolve customer complaints and issues promptly and effectively

Ø Follow the claim process, filter information, analysis the possibility comes from

Ø Prepare related documents and comments for GM assistant’s approval

Ø Any replacement, process the order, and ask Shirley to check or open a credit memo.

Ø Any credit can only be applied to the next order, and the deduction amount cannot exceed 10% of the total order value or $500, whichever is lower.

Ø Any shipping fees related to the claim should also be included in the processing list and counted in the credit memo.

Additional Duties

Ø Stay updated on industry trends and competitor activities.

Ø Provide feedback to management on customer preferences.

Ø Assist with special events and promotions.

Ø Support team members as needed.

Ø Perform other duties as assigned by management.

Local Purchase

Ø The accuracy and timeliness of procurement.

Ø The timeliness of arranging pickup and delivery needs to meet the delivery deadlines of the orders.

Ø Procurement payments will be arranged and paid promptly

Requirements

Qualifications:

• Bilingual in Mandarin and English (fluent in both written and verbal communication).
• Previous experience in a customer service role, preferably in a manufacturing or related industry.
• Strong problem-solving skills with a customer-centric approach.
• Excellent communication and interpersonal skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using CRM software and other customer service tools.
• High school diploma or equivalent; college degree preferred.