Senior Channel Support Representative

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

Responsibilities

• Provides professional customer service to South Korea, Hong Kong, Taiwan and Macau (SKHKTM) business accounts.
• Handles moderately complex assignments requiring judgment within defined procedures; core responsibilities include complex case handling, advanced return resolution, credit/debit processing, backorder coordination, and cross‑functional problem solving.
• Acts as a liaison between internal and external partners; collaborates cross‑functionally to resolve complex issues and ensure timely operational outcomes.
• Serves as the point‑of‑contact for escalated service issues and key/priority customers; manages high‑impact inquiries requiring detailed product knowledge, judgment and proactive communication.
• Provides customer service and administrative support to the sales functions, including answering customer inquiries, handling complaints and processing orders.
• Ensures timely and accurate order processing, delivery schedule and product shipment, including order backlog management.
• Handles return orders and claims.
• Prepares business reports for internal and external customers.
• Assists in ad‑hoc assignments as required.

Requirements

• Bachelor degree preferably in Business Studies or related subject.
• Minimum 8 years of customer service and logistics experience in the manufacturing or trading field.
• Strong interpersonal and communication skills in written and spoken English and Mandarin.
• Strong customer service skills with good problem‑solving abilities, attention to detail, the ability to work independently and act according to circumstances.
• A positive attitude and consistently maintains a professional and proactive approach.
• Skilled in MS Excel for preparing reports.
• Proficient in SAP/S4 and Salesforce is a plus.