厦门招聘

Job Summary / Mission工作:

- Ensure optimal usage of available service resources. 确保高效的安排服务资源

- Ensure high customer’s satisfaction through good planning and efficient execution of the company’s service activities 通过良好的计划及高效的安排客户服务，保持客户的高满意度

- Maintain customer classification (ABC) in the operation 维护好数据库中的客户分类

- Ensure CRM tools are properly used 确保适当的使用CRM工具

Principal Activities / Duties / Responsibilities:

- Receiving customer service request calls 接听客户服务电话

- Creating service notification, customer name, machine serial number and priority etc 创建服务通知单

- Forward call to helpdesk or other planner 将电话转给热线工程师或其他的调度工程师

- Notification for RMA equipment 安排备件退回通知

- Checking FSE skill & availability, spare parts stock, customer credit status, customer rating & call priority 在安排服务前，检查相应服务工程师的状态，技术能力，备件库存，客户的信用状况，客户评估及电话的优先等级

- Plan activity with FSE confirmation 安排服务并和工程师确认

- Create and release service order 创建服务订单

- Initiation of advance parts shipment 安排并通知备件的发货

- Planning monthly maintenance contract commitments 根据客户服务合同，安排月度保养计划

Position/Job Requirements:

- Previous demonstrated experience in a planning/dispatch role using a computerized accounting/service package (SAP/ERP an advantage). 有使用计算机系统进行服务计划及电话调度经验（有SAP/ERP使用经验者优先）

- Excellent data entry skills with speed and accuracy 快速准确的数据录入

- Energetic and positive disposition while being able to absorb periods of pressure 精力充沛，在压力下能够保持积极的工作态度

- Is competence in 有以下技能

l Windows based software package such as Word and Excel 熟练使用办公自动化软件

l E-mail and internet operations 电子邮件及上网操作熟练

l Use and management of basic office equipment 能够使用并管理基本办公自动化设备

- Has the ability to work both independently and as part of a small team with strong sense of accountability 不但能独立工作，也具有强烈的团队工作意识

- Proven ability to work effectively with staff at all levels 能够和不同层次的人一起高效工作

- Excellent organizational sense and time management skills 优秀的组织及时间管理能力

- Firm with strong capacity to influence people (service team) – soft skills 有效的影响及说服力

- Orientation towards customers and/or markets 客户及市场导向

Knowledge & Skills 知识及技巧:

· Flexible problem solver, great listener 优秀的倾听者及问题解决者

· Strong people skills 良好的人际沟通能力

· Computer skills 良好的计算机能力

Work Conditions or Specific constraints (Travel…) 其他工作条件:

·

Behavior 行为：

· Must be able to communicate and interface with various levels within the organization. 能够和组织内部不同层级的人员良好的沟通