Customer Support Specialist

该职位负责端到端订单管理、物流协调和客户沟通，确保订单准确及时交付

Manage end-to-end (E2E) order lifecycle from receipt to billing with ensuring accuracy and timely delivery, including PO verification of all key parameters, creation of delivery notes aligned with customer requirements, processing of PGI and billing, tracking OBL forecasts and ready dates, processing free orders, and maintaining bi-weekly OB reports while collaborating with internal or external teams to resolve delivery delays. Coordinate all aspects of domestic and international shipments, including sea and air freight, including arranging FCL/LCL sea bookings and air shipments, coordinating supplier truck pick-ups, preparing comprehensive shipment documentation for customers (including PL, CI, ETD/ETA, and vessel/flight details), proactively tracking shipment status with regular customer updates through delivery confirmation, and maintaining bi-weekly vessel schedule updates for customers. Ensure full compliance with Chinese customs regulations and international requirements, including preparing complete export declaration documentation (packing lists, commercial invoices, contracts, declaration forms), maintaining and updating the HS Code database, processing import clearance for free/after-sales products and returned cargo, and maintaining accurate GTS master data etc. Maintain proactive stakeholder communication and manage critical business documentation across multiple touchpoints, including daily email correspondence with customers, suppliers, and internal teams, managing payment reminders and confirmations with overdue invoice analysis, preparing comprehensive payment documentation, conducting annual third-party customer credit reviews, maintaining accurate MDG customer master data, preparing and updating yearly and supplementary agreements for NHP/ESC customers. Provide regular reports and manage vendor service fees and budget planning. Participate in meetings and provide support to other departments as needed.