Job Description 职位描述

Suzhou Laboratory Hub

Job title 岗位名称

Customer Service Representative 客户服务代表

Goal 目标

• Provide back-end support and coordination for sales activities and project execution；

提供关于销售活动和项目执行方面的后台支持与协调；

• Maintaining external and internal communication/Coordination to exchange project information and progress, ensuring efficient project operation, enhance customer satisfaction；

保持内外部沟通/协调,交流项目信息和进展,确保项目高效运行,提高客户满意度；

Responsibilities

职责

• Sales Support: Assist the sales team in generating system quotations and collecting payments

销售活动支持：协助销售团队完成系统报价单生成及货款催收等支持工作

• End-to-End Project Management: Oversee the entire project lifecycle—from initiation (collecting and reviewing samples/documents) and execution (tracking project progress, delivering documents and reports) to closure (managing settlements and sending invoices)—ensuring service delivery and accurate payment processing

项目全流程管理：遵循标准项目管理流程, 全面负责从项目立项（样品/资料收集与审核）、项目执行（进度跟踪、文件与报告传递）到项目结案（项目结算、票据寄送）的全过程监督与推进，确保服务顺利交付和项目款项的正确

• Cross-departmental Coordination: Serve as a communication hub to efficiently organize and align internal and external resources, including clients, account managers, and various labs

跨部门协调与支持：作为沟通枢纽，有效组织并协调内外部资源（包括客户、客户经理及不同实验室），确保信息流畅；

• Risk Control & Project Quality: Proactively identify project risks, alert relevant

stakeholders, assist in developing solutions, and monitor their implementation.

support internal and external audit activities

风险管控与项目质量：主动识别项目潜在风险，及时向客户及客户经理预警，协助制定解决方案并跟踪实施；协助完成内外部的审核与审计工作

• Additional Duties: Efficiently complete other assigned tasks

其他职责：高效完成上级分配的其他相关任务

Tasks 任务

• Creating formal quotations on System；

系统生成正式的报价单；

• Collecting required samples/documents/projects’ demands to Open Project；

收集需求的样品和资料以及项目要求后, 立项开案；

• Monitoring and updating project status；

监控并更新项目的状态；

• Effectively communicate both internally and externally, coordinating Lab’s resources and capabilities to resolve clients’ issues, ensuring efficient project operation；

有效内外部沟通,协调实验室的资源能力来解决客户的问题,确保项目的有效运作；

• Preparing documentation for certificate application

准备相关文件以申请证书；

• Sending out output documents such as confirmation letters, reports and certificates

向外发送相关文件，包括确认书，报告和证书；

• Skilled use of operating system, ensure project data and status to input timely and correctly

熟练使用操作系统,确保项目数据和状态及时、正确输入

• Follow Finance’s process, issue and send invoices timely to Clients

按照财务流程,及时签发并发送发票给客户；

• Support sales team to handle customer complaint；

协助销售团队处理客户投诉；

• Undertake any other duties assigned by Customer Service Manager.

• 履行客服经理分配的其他任务

Authority 权力

• Advises accounts and operational business matters

提供关于客户及项目执行情况的建议；

• Advice on team management issues

提供关于部门管理和公司流程优化的建议；

Qualifications

任职资格

Working experiences

工作经验

• Minimum one year related working experience is preferred.

至少一年相关经验

Degree level

学历水平

• College or Degree holder

大专或本科学历

Knowledge & skills

专业知识与技能

• Good in Mandarin and English.

良好的普通话及英语表达

Competence

能力素质

• Strong communication and coordination skills, Change agility, Results-oriented, Innovation and digital literacy, Customer-centric

沟通协调能力强，变革敏捷性，结果导向，创新与数字化，以客户为中心

• Integrity, team spirit, customer orientation, entrepreneurship, responsibility for safety.

诚信，团队精神，客户导向，企业家精神，安全责任意识

Others

其他要求

• Strong sense of customer service and willingness to support customers by providing excellent service

客户服务意识强，愿意为客户提供优质的服务