Supply Chain Customer Service Representative (Contractor)

1. Principal Duties and Responsibilities (General Summary , essential functions and authorities, etc.)

主要工作职责（基本概况，主要功能，权限等）

· Process and manage customer orders accurately and efficiently.

及时准确处理和管理客户订单。

· Respond promptly and professionally to customer inquiries.

专业、高效地响应客户咨询。

· Investigate, document, and resolve customer complaints in a timely manner.

调查、记录并及时解决客户投诉。

· Promote order management systems and provide related customer training.

推广订单管理系统并为客户提供相关培训。

· Prepare customer service reports and maintain accurate documentation.

编制客户服务相关报告并维护相关文档记录。

· Support daily customer service operations and cross-functional collaboration.

支持日常客户服务运营及跨部门协作。

· Participate in process harmonization and standardization activities across regions and business units.

参与跨区域及跨业务部门业务流程标准化工作。

· Document current-state (As-Is) and future-state (To-Be) business processes.

梳理并记录现有流程（As-Is）及未来流程（To-Be）。

· Identify process gaps, operational risks, and improvement opportunities.

识别流程风险、流程差距及优化机会。

· Support Transcend and other digital transformation projects related to Customer Service and Order Management.

支持Transcend及其他客户服务与订单管理相关数字化转型项目。

Analyze OTC performance metrics, customer service KPIs, and operational data.

分析OTC流程绩效指标、客户服务KPI及运营数据。

Perform root-cause analysis and recommend corrective actions.

识别问题根因并提出改善方案。

· Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction

推动持续改善项目，提升运营效率及客户满意度。

2. Basic Requirement, including Education and/or Knowledge and/or Training and/or key Relevant Experience required.

基本任职资格（包括教育背景和/或知识和/或培训和/或相关工作经验）

Bachelor's degree or above in Business Administration, Supply Chain, Information Systems, Operations Management, or related disciplines.

3+ years of experience in Customer Service, OTC, Order Management, Business Process, or Transformation projects.

Experience supporting ERP implementations or OTC transformation projects preferred.

Experience working in multinational and matrix organizations preferred.

Strong knowledge of Order-to-Cash processes.

Understanding of ERP systems such as SAP, S/4HANA, or related platforms.

Experience with UAT, business requirements documentation, and process mapping.

Strong analytical and problem-solving skills.

Advanced Excel, Power BI, or reporting tool experience preferred.

Fluent English communication skills, both spoken and written.

Able to communicate effectively with regional and global stakeholders without barriers.