Senior Channel Support Lead - APAC (Escalations & Orders)

Shure Incorporated; Hong Kong; On-site; HKD 350,000 - 550,000; Full time

Job summary

Jobtailor is seeking an experienced Senior Customer Service & Logistics Specialist to support SKHKTM accounts from Hong Kong. The role focuses on handling complex cases, order processing, returns, and coordinating with sales and operations.

You will collaborate cross-functionally to ensure timely issue resolution and high-quality service, leveraging 8+ years in customer service and logistics, with strong English and Mandarin communication and MS Excel proficiency.

Qualifications

• Bachelor degree in Business Studies or related field.
• 8+ years of customer service and logistics experience in manufacturing or trading.
• Strong English and Mandarin communication skills, both written and spoken.
• Excellent problem-solving abilities, attention to detail, and ability to work independently.

Responsibilities

• Provides professional customer service to SKHKTM business accounts.
• Handles complex case handling including advanced return resolution, credit/debit processing, and backorder coordination.
• Acts as liaison between internal and external partners to resolve issues and ensure timely outcomes.
• Serves as point-of-contact for escalated service issues and priority customers; manages high-impact inquiries with product knowledge.
• Provides customer service and administrative support to sales, including inquiries, complaints and order processing.
• Ensures timely order processing, delivery scheduling and product shipment, including backlog management.
• Handles return orders and claims.
• Prepares business reports for internal and external customers.
• Assists in ad-hoc assignments as required.

Skills

Interpersonal skills

Communication skills

English proficiency

Mandarin proficiency

Education

Bachelor degree in Business Studies

Tools

MS Excel

SAP/S4

Salesforce

Job description

Jobtailor is seeking an experienced Senior Customer Service & Logistics Specialist to support SKHKTM accounts from Hong Kong. The role focuses on handling complex cases, order processing, returns, and coordinating with sales and operations.

You will collaborate cross-functionally to ensure timely issue resolution and high-quality service, leveraging 8+ years in customer service and logistics, with strong English and Mandarin communication and MS Excel proficiency.