Customer Service Specialist

Job Overview

Customer Care Specialist is the single point of contact for the assigned Customer account for operational issues and resolutions. Key responsibilities of this role are included:

Job Responsibilities

Quote and Order Management

Interface with Customers for Quote request or Price inquiries and approval
Submit quotation request for pricing team approval.
Sales order entry order confirmation & expediting orders.
Order change and backlog price adjustment
On-going Backlog Management
Shipment release and follow up
Report and support past due backlog reduction
NPI - follow up with PM/Plant/Finance for part master and cost setup
Handle Sample order
Process RMA / Goods replacement

Customer Service

Handle customer enquiries & complaints. Investigate and work with other departments to resolve customer issues in a timely manner.
Emails/Conference calls / Visits to Customer and TE Plants for critical delivery issues expedition or projects.
Work out solutions on Customers special requirements such as label Customs process packing & etc.
NPS/VOC/Customer Service Survey Improvement Process. Identify and work on corrective actions to recurring issues.

Customer Supply Chain Management

Initiate Stock Requisition for customer advance order or buffer stock.
Work with manufacturing plants or Material Planning on capacity adjustment in order to fulfill Customers demands
Handle allocation when necessary especially when parts have delivery problem
Consignment Stock Management/ Customer demand forecast monitoring and accuracy analysis
Manage customer forecast/demand and inventory level work with Supply Chain to fulfill customer demand.
Negotiate with Customer for VMI liability and deadstock compensation.
Resolve logistics and custom issues with relevant functions

Customer Credit and Billing Management

Billing attainment
Follow up queries with Account Receivable
Coordinate with Finance and Customer to solve pass due invoices issue
Manage customer credit status & escalate for any abnormal status
Apply credit release
Process Credit note / Debit Note

Job Requirements

Customer Focus.
Good Customer Service skills.
Excellent communication skill. Able to interact with internal and external partners.
Problem solving skills
Team player with positive attitude.
Proactive responsible and takes ownership of issues.
Able to work under pressure.
Self-motivated independent and able to work with minimum supervision
Sense of urgency analytical and able to multi-task under fast paced environment.
Knowledge on SAP will be added advantage.
Familiar with Microsoft Office.

Competencies