Sr. Customer Service - Product Management - Bilingual Mandarin

Benefits:

Long Term Disability Insurance

Life Insurance

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

The Product Development Coordinator / Customer Service Representative performs various projects duties supporting the document issuing processes. This includes creating Bill of Materials (BOM) in the system, updating formulations, Batch Production Record, Record Retention and Maintenance and Production Efficiency. The Product Development Coordinator is responsible for providing product and service information, taking incoming calls from customers, and transmitting necessary information to various departments within the Company. Resolve product and service issues which implies effective communication between all parties involved.

DUTIES & RESPONSIBILITIES:

The following responsibilities would characterize the requirements of this position. Must possess the skills necessary to perform the majority of the listed functions including but not limited to:

Monitor production cycle time and overall production processes to improve inventory and supply chain

Monitor quality issues, make schedules, and conduct root cause analysis for adjustments in production

Maintain efficient communication channels with Customer Service, Production and Warehouse teams

Maintain project evaluation files and reports that reflect the step-by-step process in projects

Document all new and revised product label proofs, and route them through R&D and Quality for final approval Maintain final product change records in the Bill of Material and Production Record

Data entry and Creating Bill of Materials (BOM) in system per work order, based on Finished Product Specification (FPS)

Process Batch Production Record, Review Production worksheets for accuracy and consistency against Supplement Facts Panel (SFP) prior to production

Maintain final product change records in the Bill of Material and Production Record

Identify and assess customers’ needs to achieve customer satisfaction and act as liaison between customers and internal departments by forwarding questions and answers

Build sustainable relationships of trust through open and interactive communication

Understand how 4Excelsior completes orders from receipt of an order through to the shipment to the customer to be an effective part of the customer service team

Request packing lists, providing packing list/BOLs to warehouse

Ship retains samples to the appropriate person/department in a timely manner and keep log of quantities for invoicing

Follow SOPs while being flexible and adapting to requests and assignments from upper management

Other duties as assigned REQUIREMENTS:

Bachelor’s or equivalent experience in a business-related field

Good written and verbal communication skills

Good organizational skills with a strong attention to detail

Ability to multi-task and prioritize responsibilities

Strong documentation practices and recording keeping skills

Ability to work both independently and in a team environment

Ability to maintain high level of confidentiality

Ability to work under pressure of deadlines

Bilingual Mandarin required ADDITIONAL REQUIREMENTS:

Preferred knowledge of ERP or other Manufacturing Inventory Software

Advanced knowledge in Microsoft Excel; able to create spreadsheets and advanced formulas

Working knowledge of Microsoft Outlook, Word and Power Point

Ability to type 40 wpm

Ability to sit for extended hours

Ability to view a computer screen and type for extended hours

Ability to work overtime as business needs require