As one of the world’s leading expert organizations, DEKRA currently employs almost 44,000 people in approximately 60 countries on all five continents. With qualified and independent expert services, they work to achieve the company's vision that DEKRA will be the global partner for a safe world.
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；
~ M aintaining 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, i ssue 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；
~ Advi c e 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 s ervice and willingness to support customer s by providing excellent service
客户服务意识强，愿意为客户提供优质的服务
In addition to competitive comprehensive compensation and benefits, we also provide you with the opportunity to work independently and take on responsibility from an early stage. We stand for many and varied career options and invest in your further development.