About the Voith Group

The Voith Group is a global technology company. With its broad portfolio of systems, products, services and digital applications, Voith sets standards in the markets of energy, paper, raw materials and transport & automotive. Founded in 1867, the company today has around 22,000 employees, sales of € 5,5 billion and locations in over 60 countries worldwide and is thus one of the larger family-owned companies in Europe.

Voith Paper is looking for Customer Service Specialist.

Customer Service Specialist  
Customer Service Specialist

• Closely cooperate with internal departments and external customers to handle various daily works, including: 紧密配合公司内部部门和外部客户处理相关日常工作，包括：
  • OTO (Opportunity to Order) 报价阶段:

- Receive and handle customer inquiries, collect and integrate related information接收并处理客户的询价，收集和整合相关信息；

- Calculate prices based on company policies, and prepare quotations根据公司政策计算价格，并制作报价单；

- Track inquiry status and support Sales to win the orders跟踪询价状态，支持销售取得订单；

- Prepare and confirm contracts based on customer needs and company policies根据客户需求和公司政策，制作合同并确认签署；

• OTC (Order to Cash) 订单阶段:

- Process orders in the ERP system, including order input, job release, product delivery and invoicing在ERP系统中处理订单，包括订单输入、工单释放、发货开票等；

- Release production instructions and confirm the technical parameters of the products释放生产指令，确认产品的技术参数；

- Track the production status of the products to ensure timely completion跟踪产品的生产状态，确保按时完成生产；

- Coordinate with logistics for product transportation配合物流部门安排产品的运输；

- Follow up on the receipt of payments and invoicing, ensuring the smooth operation of financial processes跟进货款的入账和开票，确保财务流程的顺利进行；

• Claim Handling客诉处理:

- Receive and handle customer complaint/claim, cooperate with relevant departments to provide data, and promptly follow up and push the progress of the complaint/claim handling process接收并处理客户的投诉，配合相关部门提供数据，并及时跟进推动客诉流程状态；

- Prepare agreement with customer based on complant/claim result and arrange ERP system operation of claim orders as well as product production, transportation, delivery and invoicing 根据客诉处理结果制作协议并安排客诉订单的ERP系统操作以及产品生产运输发货开票；

• Data Analysis and Document Classification数据分析与文件归类：

- Collaborate with the department manager to collect and analyze relevant business data, and present with various data visualization tools配合部门经理收集分析相关业务数据，使用各种数据可视化工具进行呈现；

- Manage and classify various company documents as per company rule to ensure the accuracy and completeness按照要求管理和归类公司的各类文件，确保文件的准确性和完整性。

Requirements:

•  University degree or sound professional experience/background 大学本科学历或者优秀的专业经历/背景
•  Prior experience in the manufacturing, industrial Services company, 1 years above有在制造、工业服务公司工作的经历，1年以上
•  Proficient in various office software, such as Word, Excel, PowerPoint, and have a basic understanding and mastery of Power Query, Power BI, Power Apps and Power Automate, etc.

• 精通各类办公软件，如Word, Excel, PowerPoint，并了解和掌握Power Query, Power BI, Power Apps and Power Automate等的基础知识；

•  Fluent English in both writing and speaking 流利的书面英语和口语
• Preference will be given to those with a professional background in IT and programming有IT、编程类专业背景知识的优先