Customer Service Representative

Overview

The Customer Service Representative is responsible for processing wholesale orders, ensuring accurate and timely inventory fulfillment, and delivering excellent support to both internal teams and external customers. This role requires strong communication skills, operational efficiency, and the ability to manage customer accounts independently.

What You'll Do

• Manage wholesale order processing, including EDI and non-EDI transactions.

• Accurately process customer orders and proactively resolve issues.

• Coordinate with Sales, Planning, Warehouse, and Vendor Compliance teams.

• Monitor order status to maintain a 95% On-Time Shipping (OTS) rate.

• Process returns, warranty requests, shipping errors, and customer markdowns.

• Maintain customer-specific pricing, address book entries, and PO trackers.

• Review Sales Order Exceptions (SOE) report daily to ensure order flow.

• Attend internal and external meetings to support key accounts.

• Support drop-ship and direct-to-customer orders, including use of third-party systems.

• Occasionally assist with logistics, routing, and participate in customer visits.

• Pursue ongoing training and take on additional responsibilities as needed.

What You'll Bring to the Table

Technical Skills:

• Proficient in Microsoft Excel

• Working knowledge of SAP

• Fluent in English and Mandarin

Interpersonal Skills:

• Strong customer service background, preferably B2B

• Excellent verbal and written communication

• Good judgment, problem-solving, and research capabilities

• Highly organized with the ability to manage multiple priorities

• Able to work independently and contribute to a team-oriented environment

Note: Responsibilities may evolve based on business needs.