Job ref no.: CT3118200-01#5279

Specialist, Customer Service

Shure Asia Limited

  • 5-day week
  • 13-month pay
  • Dental plan
  • Flexible working hours
  • Insurance plan
  • Medical plan

Summary Statement: Under minimal supervision of Customer Service Leadership, the Specialist, Customer Service, is responsible for the Specialized functions in Customer Service, which can include any or all of the following: EDI, Extranet, E-Commerce processing, Key Account management, Training creation & execution, ISO documentation, document management, metric creation & management, training creation & execution, back up for Supervisor role, and any other Specialized tasks that are created or assigned.


Representative Duties:

Manages Specialized Regional Service function, as assigned.
  • EDI processing
  • Extranet processing & maintenance
  • E-Commerce management & processing
  • Key Account Management
  • ISO work instructions creation & maintenance
  • CS document management
  • CS metric creation & maintenance
  • Training creation & execution  
Assumes leadership role and becomes backup for Supervisor
  • Assumes Senior CSR role as needed:
  • Interacts with all our customers up to and including: sales representatives, distribution centers, resellers, and consumers, to handle a variety of pre-sales or post-sales service functions including taking, editing and expediting orders.
  • Checks order status and product availability.
  • Creates / Process return authorizations.
  • Processes requests for Invoice adjustments.
  • Initiates changes to customer accounts.
  • Fields mid-level/advanced product related inquiries
  • Maintains direct contact with customers before and/or after order fulfillment.
  • Supports sales team by developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially affect service and/or product revenue(s).
  • Works with various departments to meet sales / Service goals.
  • Works with resellers and/or distributors to receive accurate account of equipment failures and provides reports to management.
  • Responds to customer inquiries (Return to Manufacturer Approval, status, delivery, etc.) post-sale to resolving scheduling, shipping, and invoicing issues.
  • Expedites customer requests and prepares documents/shipping return labels related to processing returns (Return to Manufacturer Approval).
  • Coordinates with other departments regarding order status, shipping dates, prices, product availability and back orders.
  • Supports IT division with SAP user experience testing process.
  • Assumes leadership role and assists Supervisor with department training.
  • Supports the EDI (Electronic data interchange) / Ecommerce process when needed.
  • Support Trade shows as needed
  • Other Duties as assigned 


Requirements: (1 year of college is equivalent to 2 years of experience)

  • BA/BS degree, or 8 years of experience working in Customer Service, or customer support environment.
  • Fluency in English, as well as fluency in Language for region of the world that you are supporting
  • Strong interpersonal, communication, and problem solving skills.
  • Understands implications of work and makes recommendations for solutions.
  • Ability to complete tasks in creative and effective ways, when necessary.
  • Ability to determine methods and procedures on new assignments with minimal supervision.
  • Enjoys working with people in a team environment.
  • May provide guidance to other weekly or hourly personnel.
  • Strong computer skills, preferably in Windows environment, SAP experience a plus

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More job information
Job ref no. CT3118200-01#5279
  • N/A
Job Function
  • North Point
Employment Term
  • Permanent
  • Full-time
  • 3 years - 8 years
Career Level
  • Middle management level
  • Degree