Summary of Job Duties The Commercial Service Specialist plays a key role in coordinating, tracking, and continuously improving Lamipak’s global marketing and technical service delivery. Based in China, this role combines hands-on marketing support project execution with global-level system coordination using Salesforce and related tools. They manage the Commercial Service Tracker, the B2B Customer Portal, and ensure customer service activities are properly logged, delivered on time, and followed up with actionable feedback. The role also contributes to improving Salesforce workflows and digital service tools, ensuring Lamipak’s marketing support operates efficiently and consistently worldwide. Main Responsibilities Project & Service Coordination 61 Coordinate global and regional marketing and technical service requests, ensuring accurate tracking and timely delivery using Salesforce CRM. 61 Manage day-to-day progress of projects logged in the Commercial Service Tracker, ensuring alignment between sales, marketing, design, and technical teams. 61 Serve as a single coordination point to ensure transparency, accountability, and service consistency across all functions. Hands-on Marketing Project Execution 61 Actively participate in supporting marketing support projects, including roadshows, and customer marketing campaigns. 61 Support local teams in coordinating creative design, event execution, and vendor management as part of broader commercial service delivery. 61 Provide operational support in implementing Lamipak’s 360° marketing solutions (market intelligence, creative design consultancy, recipe support, and monitor/track technical service). 61 Share best practices and learnings from projects to enhance global marketing service frameworks. System & Tool Management 61 Oversee the Commercial Service Tracker and B2B Customer Portal, ensuring data accuracy, user adoption, and system efficiency. 61 Collaborate with IT and CRM teams to refine Salesforce workflows, dashboards, and automation features for better visibility and analytics. 61 Support continuous improvement of digital tools that track service delivery, project performance, and customer engagement. Customer Feedback & Continuous Improvement 61 Implement and manage a structured feedback process after each completed service to capture customer satisfaction and suggestions. 61 Analyze and summarize customer feedback data to identify trends, recurring issues, and improvement opportunities. 61 Present insights to the Global Market Service Manager to enhance service quality, response time, and customer experience. Reporting & Data Insights 61 Prepare monthly and quarterly reports summarizing service requests, completion rates, and customer satisfaction trends. 61 Track KPIs for service turnaround time, on-time delivery, and feedback completion. 61 Contribute data and insights for management reviews and service performance dashboards. Process Optimization & Capability Building 61 Identify workflow gaps or inefficiencies and propose enhancements to improve speed, visibility, and quality of service execution. 61 Support global rollout of new standard operating procedures (SOPs), Salesforce modules, or process improvement initiatives. 61 Help develop training materials and conduct sessions to improve tool usage and best practice sharing across global teams. AI Advocate 61 Champion the use of AI-driven analytics and automation within Salesforce to streamline tracking, reporting, and feedback analysis. 61 Experiment with AI-powered productivity tools to improve accuracy, reduce manual work, and accelerate service coordination. Qualifications (Education/Knowledge/Working Experience) Education: 61 Bachelor’s degree in Business Administration, Marketing, Project Management, or related discipline. Knowledge: 61 Strong understanding of marketing operations, CRM systems, and project coordination workflows. 61 Familiarity with Salesforce CRM (Service or Marketing Cloud) and interest in learning system enhancement. 61 Knowledge of B2B marketing and customer service processes, ideally in packaging, FMCG, or manufacturing sectors. Experience: 61 4–5 years of professional experience in marketing coordination, commercial service, or operations management. 61 Proven experience with CRM-based tracking systems (preferably Salesforce). 61 Experience supporting China-based marketing projects or regional marketing operations preferred. 61 Background in cross-functional collaboration between sales, marketing, and technical teams.