Senior Customer Service Representative

Pharmaceutical Product Development (PPD)

Shanghai, Shanghai, China

Job Description

Position Summary: Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales support functions. Responds to in-bound, routine customer inquiries regarding sales, product information, services, order status, complaints, and other general questions. Updates databases and customer account records.

Key Responsibilities:

Check booking document aligned to booking policy.
Sales contract negotiation with customers on commercial T&C .
Apply to create new customer account, and extend new material in ERP.
Create & update sales orders in ERP, while ensure the accuracy of the data input.
Closely communicate with customer & sales to understand the order status (Lab / DEP / Payment…) and maintain the information in system.
Coordinate with customers on collecting payment & L/C, and notify finance team
Send shipping instructions to buyer or warehouse, timely track the shipping date.
Coordinate with logistics team to expedite shipment. Provide shipping documents to customer and assist them to solve problem.
Billing upon revenue policy, and support finance to complete internal audit.
Apply VAT Invoice upon completion of delivery.
Timely send installation notice to service team.
Tracking A/R collection ASAP
Keep efficient communication with relevant departments to ensure a total smooth order-to-cash flow.
Capable to maintain and make relevant business reports and provide analysis upon request to drive improving actions.
Prepare CS reports, provide insights through data analysis, and drive continuous improvement to improve CS related performance.
Has deep understanding of business mode, could drive actions to promote revenue pacing.
Participant or lead CS related projects