Customer Services Specialist, Asia – Retail/Commercial Clients

Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. We have a focus on sustainability with over 70% of our products currently certified as having a Net Positive impact on the environment.  Our award-winning office products – seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 40 years.

Reporting to the Customer Service Manager in Ireland / Asia, this position is primary responsible for the coordination of production and inventory allocation to support sales growth initiatives in Asia. The Customer Services Specialist, Asia will drive and improve Customer Service Support, including order processing, query handling, sales support and communication with our key internal & external customers.

Provide excellent customer service, order processing support to commercial clients in China, South Korea, Japan and also the Retail Market.

• Develop close and supportive relationship with sales people. This will involve managing their expectations, keeping them updated on order status, suggest alternative products if product not available.
• Facilitate the communication and coordination between sales, operations, suppliers and / or counterparts to ensure the development, production & shipment are on the right track.
• Work close with the operations team and suppliers to plan, schedule and monitor through the complete production cycle, from new production introduction, sample development to approved product production.
• Manage order entry process and make sure order details including price, product code, etc, must be accurate and timely in the system.
• Assist operations team and suppliers in Asia Pacific regions to improve the production and quality performance, including scrap rate, reject rate and production efficiency and keep monitor on any quality issues.
• Review and analyze the production capacity and inventory status of various suppliers in Asia Pacific regions and utilizes those information to facilitate the sales and business growth.
• Communicate closely with various suppliers in Asia Pacific regions to maintain / update production record and shipping schedule to meet the sales requirement

• Work closely with the production team or suppliers in Asia to ensure that production and delivery lead-times can be met and promptly notify sales team / customers if there is any difficulty in achieving on-time delivery.
• Communicate courteously, professionally and closely with customers, sales team and contract manufacturer in Asia regions for production, shipping and schedule orders meeting customer requirements in the region.
• Ensure that all related internal/external customer requests are resolved in a timely and professional manner working cross functionally when required.
• Handling customer complaints and handle return goods.

• Bachelor Degree in Supply Chain Management, Industrial Engineering, Logistic or Business Administration or above, with professional training in production planning will be an advantage.
• At least 5 years’ experience in supply chain / product planning in sizable organization, exposure in manufacturing environment and production operations are essential.
• Solid experience in working in an English speaking environment with communication through English to clients and sales people.
• Strong problem-solving and excellent communication, analytical and interpersonal skills.
• Excellent verbal, written and communication skills with the ability to effectively interact with all internal functions, customers and suppliers as necessary.
• Able to calculate and articulate capacity of production line,  anticipate problems and sensitive to changes and demand from external or internal forces
• Highly self-motivated and directed, detail-minded and able to work under pressure
• Hands on experience of ERP (such as Oracle) system and CRM preferred.

ADDITIONAL QUALIFICATIONS:

• Knowledge and/or experience in office furniture or related industry, a plus
• Excellent written and verbal
• Skillful negotiation and presentation abilities
• Aggressive follow-up and closing skills

Humanscale is an Equal Opportunities Employer