Customer Support

• Develop and implement quality strategies for the China business line aligned with regional and global objectives
• Establish and monitor quality KPIs, ensuring continuous improvement in product and service performance
• Define and execute quality programs based on evolving customer requirements
• Drive customer-centric initiatives to improve end-to-end customer experience
• Leverage VOC (Voice of Customer) insights to identify gaps and drive improvement actions
• Collaborate with Program Management, Product Engineering, and Supplier Quality to ensure quality alignment across the value chain
• Oversee supplier quality performance and ensure compliance with company standards
• Evaluate industry best practices and translate them into standardized procedures, policies, and quality frameworks
• Lead and develop a high-performing quality and CX team

Director, Customer Experience – Quality

• You will achieve allocated yearly sales order budget of high voltage products and will provide technical support on high voltage products including AIS, hybrid switchgear.
• You will collect and analyze market intelligence. Set up and drive sales strategy also prepare technical and commercial offers and contract based on customer’s specification with high-quality in line with company commercial policy and risk management.
• You will focus on customer’s satisfaction and market demand, will regular business reporting to Export sales support manager.
• You will be responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.
• Living Hitachi Energy’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Export Sales Support Specialist

• Customer master data creation & update in system
• Order processing (system & physical) arrangement and follow up in timely accurate manner
• Timely billing and connect with Finance of billing relevant activities
• Receive, record and follow up on customer complaints
• Arrange domestic transportation with appointed service agents and ensure smooth delivery execution
• Monitor order shipment progress and ensure on time delivery
• Maintain and keep sales order and shipping records
• Support sales on quotations & price registration
• Responsible for the issuance of order instructions to ensure accurate timely order fulfillment
• Support sales with sample arrangement & shipping to meet customer requirements and lead times
• Collect and organize internal information to complete customer requirement questionnaires in line with company standards
• Support end-to-end logistic coordination and monitor delivery progress
• Support on receivable, overdue, payments
• Support sales on customer satisfaction survey collection and improvement
• Other supportive tasks when needed

Customer Service Specialist

• Support the local Sales organization/customers in determining the most technically appropriate and cost-effective solutions
• Serve as a key technical resource in the assigned area
• Offers technical promotion, technical support pre-sales
• Provides technical advice and comment on enquiry specifications for customers/channels/Sales Engineers
• Provides technical support during the bidding, technical meeting, product presentations and negotiations
• Formulate competitive bids/estimates/quotations
• Ensure tenders are well documented in a timely manner
• Identify potential risks in bids, quotations, estimates and contract agreements

Sales Support Specialist – Configuration and Quotation

• Handles multiple system-related inquiries and develops solutions for moderately complex issues within the Customer Service team
• Independently manages system management tasks, including user access management, ERP support, and technical issue escalation
• Participates in and may lead system-related project teams (e.g., system optimization, user testing)

Systems Administrator, Customer Service

• Handles problems which typically require identifying solutions by selecting from alternative courses of action.
• Provides guidance to co-workers or new employees mainly on routine supporting duties.
• Serves as a first level escalation resource for non-routine issues brought up by others in the organization.
• Assists in analyzing customer service reports and handles special requests related to customer document requirement response.
• Follows a variety of generally defined procedures within customer service areas, such as customer inquiries, claims and complaints, customer training, call center(s), spare parts invoicing and order management.
• Provides guidance or training to co-workers within the same work group on routine support duties, technical requirements, protocol, policy and procedures.
• Handles customer inquiries and difficult complaints. Handles telephone calls and other correspondence related to orders, shipments, pricing, discounts, product complaints, adjustments, new products, returned goods, and policy and procedures.
• Provides service and support through order entry, order status (promise and ship dates), inquiries, back order situations, replenishment orders, and promotions.
• Assists in analyzing customer service reports.

See all jobs on JobTailor

Director, Customer Experience – Quality

Export Sales Support Specialist

Customer Service Specialist

Sales Support Specialist – Configuration and Quotation

Systems Administrator, Customer Service

Customer Service Officer