What are the responsibilities and job description for the Service Operations Specialist (Mandarin Speaker) position at SUNMI?
About SUNMI
SUNMI is a leading provider of Android-based business digitization solutions, delivering innovative IoT devices and end-to-end platforms for global enterprises. With a strong focus on R&D and product innovation, SUNMI offers a wide range of solutions, including payment terminals, mobile devices, POS systems, and kiosks.
SUNMI products are recognized for their design, quality, and performance, and are widely adopted across industries such as retail, food & beverage, healthcare, and services. Today, SUNMI serves customers in over 200 countries and regions worldwide.
Learn more: https://www.SUNMI.com/en/
About the Role
SUNMI Technology US is seeking a highly motivated, detail-oriented, and hands-on Service Operations Specialist (Mandarin Speaker) based in Sandy Spring, GA to support our North America operations.
This role plays a critical part in ensuring smooth execution across after-sales service (RMA), demo asset management, inventory operations, order fulfillment, and administrative support. The ideal candidate is organized, proactive, and eager to grow in a fast-paced, cross-functional environment.
1. RMA & After-Sales Lifecycle Management
- Serve as the regional owner of RMA operations across North America, supporting the end-to-end after-sales process, including case intake, HQ coordination, and replacement execution.
- Follow established service processes and standards (SLA/KPI) to ensure timely and accurate case handling.
- Coordinate with customers, Sales, and HQ to resolve after-sales issues and escalations promptly.
- Support continuous improvement of after-sales operations to enhance customer satisfaction (CSAT).
2. Asset, Inventory & Supply Chain Operations
- Support the lifecycle management of demo units and high-value assets, including request processing, allocation, deployment, tracking, and return.
- Coordinate logistics for demo units and exhibition equipment, including shipment, delivery, and return, ensuring timely execution and asset integrity.
- Assist in local warehouse and inventory management, including cycle counts and stock tracking to ensure alignment between system records and physical inventory.
- Monitor inventory levels and asset utilization to support operational efficiency and reduce risks.
- Support vendor coordination and basic financial processes, including invoice tracking, reconciliation assistance, and payment follow-ups.
- Maintain accurate records of inventory, asset movement, and related transactions.
3. Local Commercial Operations & Order Fulfillment
- Support local commercial operations by executing purchase orders (POs) for channel partners and SMB customers.
- Handle order processing, including PO entry, invoicing coordination, payment follow-up, and shipment tracking.
- Work closely with Sales, Finance, and customers to ensure smooth order fulfillment and timely delivery.
- Identify and escalate issues in the order process (e.g., shipment delays, billing discrepancies) and support resolution.
- Follow and support standardization of order management processes.
4. Sunmi Home & Administrative Support
- Support the daily operations of “Sunmi Home” (showroom) and office facilities, ensuring a clean, organized, and professional environment.
- In charge of showroom demo display setup, demo inventory management, showroom updates, and customer visit preparation.
- Establish and continuously improve administrative processes, including mail and package handling, business card printing, and office supply procurement, to enhance operational efficiency and governance.
- Provide effective administrative and logistical support to maintain a productive and comfortable workplace for the Atlanta-based team.