About this role
About the Role Customer Service Representative based in Shanghai supports order processing and customer service activities across sales & retail. You will work with multiple functions to ensure accurate, timely order fulfillment, OTIF performance, and continuous workflow improvements using Oracle systems, while adhering to PPG’s Quality Management System (QMS) and EHS Management System. What You'll Do
- Finish daily on time and meet all related requirements regarding Quality Management System and EHS Management System.
- Process and manage key customer orders accurately and in a timely manner using Oracle systems, meet customer requirements via routine order cycle management and supply chain activities.
- Manage order tracking, delivery follow-up, and respond promptly to customer inquiries and complaints.
- Support OTIF (On-Time-In-Full) performance monitoring and reporting.
- Collaborate with the commercial team to understand customer requirements and adapt service support accordingly.
- Escalate critical issues or recurring service failures and participate in root cause investigations.
- Provide order-related data analysis upon request.
- Continue optimizing CSR workflow efficiency with automation tools. What We're Looking For
- Bachelor’s degree in Business, Logistics, Supply Chain, or related field.
- 5+ years CSR or planning experience related with manufacturing/industrial.
- Experience in ERP systems (Oracle/SAP preferred).
- Excellent written and spoken English.
- Exposure to data analysis and automation tool utilization.
- Strong interpersonal skills and ability to manage stakeholders across different functions.
- Detail-oriented with a proactive, problem-solving mindset.
- Comfortable working in a fast-paced, matrixed environment. Nice to Have
- Exposure to automation tools and data analytics; ERP experience (Oracle/SAP) highly desirable.
- Adaptability to hybrid work arrangements and cross-functional collaboration. Compensation & Benefits
- Not specified in the posting; typical references indicate pay ranges and benefits vary by location and are discussed with the recruiter during hiring.