Customer Service Officer

About the role

The Customer Service Officer will provide expert internal and external support to the Inside Sales Team and customers, ensuring smooth order‑to‑invoice processes and high‑quality service delivery. This full‑time position is based in Shenzhen and works closely with sales, logistics and legal teams.

Key responsibilities

• Deliver internal and external customer service and sales support, handling complex discrepancies and recommending solutions.
• Manage the complete Order‑to‑Invoice process, including order entry, value‑added order follow‑up, and maintenance of customer order formats (Excel, PDF, fax).
• Submit SSRQ requests for Value Added, NCNR and Customer Owned Parts, set up MyArrow accounts and maintain PCPRCE 2 pricing data.
• Coordinate e‑Compass and Forecast Response reports, act as first escalation point for expedites, and process bond requests.
• Oversee inventory sweep, RMA, CAR, FQR analysis, and post‑delivery issue resolution.
• Support Quote‑to‑Order activities: load Sales Desktop quotes, forward PDFs to Quote Center, monitor PM views, update quote extensions, and manage contract signatures.

Required profile

• 2‑year degree or high school diploma with equivalent related experience.
• 2–4 years of experience in customer service, sales support or order processing.
• Ability to work within established procedures with moderate supervision.

Required skills

• Proficiency with Excel and PDF document handling.
• Experience using MyArrow account management.
• Familiarity with PCPRCE 2 pricing system.
• Knowledge of e‑Compass reporting tools.
• Use of Sales Desktop (SDT) for quote management.