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Position Summary:

A Customer Service Representative is responsible to manage customer orders and repair requests while ensuring accuracy and compliance. This role serves as the primary interface between the company and customers, providing timely updates on product status and deliveries, addressing inquiries, and coordinating with internal teams to resolve issues.

A. Key Responsibilities:

·       Ensure customer orders, purchase orders, quotations, and invoices are accurately generated, processed, and recorded in SAP.

·       Manage repair orders in SAP, including financial processing in accordance with contractual terms and conditions.

·       Follow up on customer requests and inquiries in a timely and effective manner, in line with service standards or as directed by the Customer Service Supervisor.

·       Act as a key point of contact for customers, providing timely updates on product status, delivery schedules, and order progress.

·       Maintain a good working knowledge of company products, services, and processes to provide accurate information and support to customers.

·       Support sales and operations teams in addressing customer concerns and coordinating solutions.

·       Coordinate with production, sales, shipping, warehouse, and other internal stakeholders to expedite orders, trace shipments, and resolve delivery issues.

·       Accurately document customer service interactions to support service quality, reporting, and trend analysis.

·       Provide administrative and operational support to the Customer Service Supervisor as required.

·       Perform any other ad hoc duties as assigned by the Manager to support business and operational needs.

B. Skills & Qualifications:

• HKDSE or above, with a university degree or equivalent experience preferred, or an advanced degree in a related field with relevant experience
• Strong communication and influencing skills, with the ability to communicate effectively with stakeholders both within and outside the team. Able to explain policies, procedures, and work processes clearly, and influence decision-making by recommending appropriate courses of action
• Knowledge of Foreign Trading & Logistics is an advantage
• Fluent in spoken and written English; ability to communicate in Chinese is an advantage
• Experience in the manufacturing or production environment, preferably in a customer service or operations support role, is highly desirable
• Knowledge of SAP or other ERP systems is an advantage
• Proficient in Microsoft Office applications, including Word, Excel, and Outlook
• Strong attention to detail, well-organized, and willing to learn and develop professionally

Working Hours: 8:30-17:30 (Mon to Fri)

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.  

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