Customer Service & Administration Officer (MJ000241)

The position acts as a key interface between customers and internal stakeholders to deliver high-quality service for assigned customers, ensure smooth order fulfillment and operational processes, and support business performance through effective coordination and service excellence.

In addition, the role serves as a key coordination contact between the Shanghai headquarters and the Taiwan office, providing comprehensive administrative and operational support, including office management, travel arrangements, HR and IT coordination, to ensure efficient daily operations and cross-functional collaboration.

Strategy & Planning

• Support the implementation of customer service strategy for assigned customers under the guidance of the supervisor, ensuring alignment with business objectives and effective execution of service initiatives.
• Support the understanding of customer service related insights and provide relevant inputs to the team to support business performance.
• Keep good relationship with internal stakeholders to ensure the collaboration.

Order Management & Efficiency

• Manage the full end-to-end order lifecycle based on the guideline, cooperate with internal partners to ensure that orders are processed and delivery timely and accurately.
• Keep the regular communication with internal key stakeholders and report the order status timely with the supervisor's coach.
• Support to execute the order process simplification and digitalization.
• Regularly collect customer feedback for CCP and work with CCP project team to continuously improve customer experiences and optimize CCP functions.
• Promote CCP to be active customer management tool.

Customer Management & Collaboration

• Familiar with the system, process and policy for customer management in Greater China, support the execution of annual plans for assigned key customers under guidance.
• Provide standard service to customers, follow-up with customer’s feedback timely, report the abnormal cases and translate solution to customers.
• Support the supervisor to monitor the monthly order forecast based on the coach and guidance.
• As the contact window to support the customer claim management.
• Support key account management under supervisor’s guidance, maintain stable customer relationships, manage existing customer resources, and contribute to improving customer satisfaction and engagement.
• Support the identification and understanding of customer needs and service expectations.

Office Operation & Facility Management

• Daily Operations: Oversee general office reception, mail/courier services, and sample logistics management (including import/export arrangements).
• Environment & Maintenance: Ensure a high-quality office environment by managing facility maintenance, cleaning services, and safety compliance (e.g., fire safety declarations).
• Resource Procurement: Manage procurement of office supplies, stationery, and corporate marketing materials (business cards, envelopes, etc.).
• Asset & Event Support: Maintain fixed asset records and support the coordination of company events and exhibitions.

Financial & Expense Administration

• Payment Coordination: Manage end-to-end payment processes (PO creation and billing) for office utilities, rentals, telecommunications, and freight services.
• Expense Analysis: Perform monthly expense reconciliation and statistical reporting for travel and operational costs to support budget control.
• Contract Management: Oversee renewals and updates for telecommunications contracts and corporate service agreements (e.g., corporate hotel rates).

Travel & Employee Services

• Travel Coordination: Provide comprehensive travel support, including flight/hotel bookings, visa applications, and documentation updates (Passport/Permits).
• Regional Support: Act as the primary contact for overseas colleagues visiting the Taiwan office, ensuring smooth local logistics and administrative arrangements.
• HR Administration: Assist with HR-related tasks, including interview coordination and employee onboarding/offboarding logistics.

IT Infrastructure Support

• IT Asset Management: Facilitate IT equipment procurement, inventory tracking, and setup for new hires.
• Technical Assistance: Provide first-level support for IT hardware, network troubleshooting, and coordinate with Global/GC IT teams for system updates.

Education Background

• College degree and above, major in Supply Chain, International Trade or Business Administration related will be a plus.
• Bachelor degree will be preferred.
• Skills/Capabilities/Working Experience Requirement
• Experience in customer service relevant will be preferred.
• Solid speech and structured presentation skills, ability to effectively communicate and collaborate across departments and regions.
• Good sense for problem-solving, can identify routine problems and present clearly based on supervision and coach.
• Highly self-motivating, open minded and diligent attitude.
• Good willingness to grow and step out of comfortable zone with own initiatives.
• Good sense for conflict management, can identify the key issues of the conflict.

Languages, Certificates and Skills

• Solid English communication skill in written and oral.
• SAP or major ERP IT tools experience is preferable.

At tesa, we create adhesive solutions that improve the work, products and lives of our customers.

How we do it? At tesa, we dare to create! Therefore, we team up, we challenge ourselves and we set the pace. But we don’t just do that somehow. We act responsibly and always focus on our customers. Because only then we are able to achieve our goals and continuously improve our results.

We are an Equal Opportunity Employer and regard diversity as important for our long-term success. We expressly reject all forms of direct and indirect discrimination. All qualified applicants will be equally considered for employment regardless of their national origin, background, personal preferences and believes.

By applying you consent for the use of your resume for future opportunities within tesa.

If you want to find out more about tesa please visit us on our corporate web-page www.tesa.com (opens in a new window or tab) and social media.

• Attractive remuneration（annual bonus, allowance, free shuttle bus, supplementary provident fund）
• International work experience, cross-departmental career opportunities
• Flexible working culture
• Training and development program tailored to your needs
• Exciting and varied corporate activities

Please follow the below address to submit your resume: [tesaGCRecruitment@hr.joinus.cc]