1. 与销售、产品经理、工程、供应链、品质等部门紧密协作, 协助团队解决复杂或关键客户问题, 包括但不限于客户问卷或者调查，订单、交付、质量、报价及价格变更、客户发起的变更，以及需要客户批准的内部及供应商变更等相关问题的协调与处理
Liaise with Sales, Product Managers, Engineering, SCM, Quality, other cross-functional teams to support the resolution of complex critical customer issues, including but not limited to customer questionaries surveys,ders, delivery, quality matters, quotations pricing changes, customer-initiated changes, as well as internal supplier-driven changes requiring customer approval , ensuring proper coordination handling.
2. 有效管理部门各类数据与报告。协同团队、销售及S&OP团队按时完成月度预测及数据分析；针对客户需求变化开展深入分析，提前与销售沟通并发出需求变化预警，明确变化原因。持续推动预测偏差改善，提升整体预测准确性。
Effectively manage departmental data reporting. Collaborating with the team, Sales, S&OP to ensure timely completion of monthly forecasting data analysis. Conduct in-depth analysis of customer demchanges, proactively communicate with Sales to provide early warnings on demfluctuations understthe root causes. Drive continuous improvement of forecast variances to enhance overall forecast accuracy.
3. 识别潜在风险，及时与团队协同制订并执行解决方案，程度降低对客户交付的影响, 推动问题闭环解决
Proactively identify potential risks collaborate with cross-functional teams to develop implement mitigation plans to minimize impact to customers, drive issues to closed-loop resolution
4. 根据日常工作需要不定期培训组员，持续提升团队整体绩效，推动交付与销售预测目标达成，同时提升服务品质，降低客户满意度相关投诉以及跨部门协作投诉
Train/Coach team members where necessary to continuously enhance overall team performance, driving to achieve the delivery Sales forecast goals, while strengthening service quality effectively reducing customer satisfaction-related complaints as well as cross-functional collaboration issues.
5. 指导与支持CS及AM团队成员日常工作，并定期向他们提供与工作和表现相关的反馈及改善引导
Supervise support daily activities of CS Account Executives, providing them with regular work performance-related feedback as well as improvement guidance
6. 推动客户服务与客户管理相关流程及制度的实施，完善常见客户问题的反馈与解决机制，实现流程标准化；同时系统梳理部门或者涉及到的流程，持续推动流程优化与改进，不断提升运营效率与客户体验
Drive the implementation execution of customer service account management related processes policies, standardizing the feedback resolution mechanisms fcommon customer issues. Systematically review departmental related processes continuously promote process optimization improvement to enhance operational efficiency customer experience.
7. 协助招聘，培训客户服务和客户管理人员
Assist in hiring, training of customer service representatives account executives
8. 遵守公司政策和规定
Comply with the company policies regulations
职位要求QUALIFICATIONS
1. 大专及以上学历，流利的英语听说读写能力
College degree above, proficient in English listening, speaking, reading writing.
2. 五年或以上国际商务环境客户服务与管理相关工作经验，或两年以上管理和领导力经验
Five years more of customer service management working experience in an international business environment, two years more management leadership experience
3. 熟悉客户服务相关知识，以及标准化日常工作及优化流程的相关经历
Proficient knowledge of customer service, experience about standardized daily work practices optimize procedures
4. 熟练运用Excel, Word, PPT等办公软件，具有较强的数据分析处理能力
Skilled use of Excel, Word, PPT other office software, has the strong ability of data analysis
5. 有良好的团队领导力，及跨部门组织与协调能力
Have good team leadership cross-functional coordination capabilities
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