Enterprise Customer Support Specialist

GENERAL SUMMARY:

The Enterprise Cusomter Support Specialist - Spare Parts is responsible for providing hardware support to our customer and service partner in North Americas region. This is a position that deals directly with our customers, thus making a direct impact to our customers’ satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Authorizes RMA return; coordinates spare parts supply, delivery, and repair/return processes between customer, service partner, carrier and headquarter in China;
• Researches and develops the most efficient and cost effective way to manage spare parts inventory, exploring options such as out-sourcing of stockroom and selection of vendors.
• Conducts periodic review of warehousing vendor’s performance.
• Maintains proper transaction documentation and report.
• Manages local stockroom which includes receiving, unpacking, packing and stocking of parts;
• Maintains accurate stock movement record and proper level of safety stock; monthly physical stock count and reporting; re-conciliation of stock report with HQ.
• Deals directly with our customers,
• Serves as lead for Spare Parts.
• May perform other duties as assigned.

JOB QUALIFICATIONS: 

Education and/or Certifications/Licensures:

Minimum:  Bachelor’s Degree of Business Management, Computer Science, Electronic Engineering,  Telecommunication, or equivalent

Relevant Work Experience:

Minimum:  least 5 years of experience in Spare Parts Administration, customer service or inside sales operation.  Demonstrated experience with inventory systems, productivity measurements and vendor selection.  Must have experience in shipping, receiving and inventory control.

Skills:

Minimum:  Strong written and verbal communication skills is a must.  Must be details-oriented with good follow-up skill.  Excellent interpersonal skills, ability to work in cross-functional teams  Ability to work in a fast- paced and dynamic environment; good adaptability to changes.  Proficiency in Microsoft Word, Excel, and PowerPoint is required.  Ability to work on ad hoc reports with good analytical skill

Preferred:  Fluency in Mandarin is a plus.  Knowledge in telecommunication/technology industry is a plus
 

PHYSICAL DEMANDS:   Must be able to perform physical activity in stockroom and lift up to 25 pounds

WORKING CONDITIONS: Stocktoom and/or Warehouse

POSITION TYPICALLY REPORTS TO:  Manager, Spare Parts

POSITION INTERACTS WITH:   Company staff and management, client company staff and management, vendors, suppliers and contractors.