Role Details : Temp Part-Time 3x per week, Tuesday, Thursday, Friday

Business, Location:

Service Delivery, South East Asia

Role:

Customer Support Administrator

Primary Purpose:

Support Customer Service Activities, South East Asia.

Key Responsibilities

Supports SEA Customer Support Administration activities across all Business Units.

Shipment Logistics

RMA, loan detector shipment, temp export/import permit application, CS orders shipment and monitor till shipment reach to consignee.
Coordinate and arrange RMA, loaner export/import shipments, including the application for temporary export/import permits
Coordinate customer import shipments (upgrades, spares etc.) by providing shipping invoices and packing slips for customer confirmation and seek for shipping instructions for FCA terms.
RMA tracking (on status from exporting till repair completion and importing to consignee)

SAP Sales & Service Cloud/FSM

To create and maintenance SAP opportunities, ensuring the data is accurate and up to date.
To monitor and closing of SAP opportunities once order is received/completed or overdue on timely basis
To follow up on open quotes for Upgrades, Billables and Service Contracts orders periodically
To update the tracking and financial records for all Billables and Service Contracts orders
To coordinate with the relevant departments for Supplier & Customer Account registrations, Compliance requirements and NDAs
Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the role, which might reasonably be required
SAP service tickets creation, FSM scheduling.
Maintaining Engineers Timesheet.

Indicative Performance Measures

Customer satisfaction Levels
Smooth operations of SAP Service Cloud and FSM system
Monitor and ensure RMAs and logistics are well tracked
Monitor and ensure Service Engineers schedules are well scheduled.

Person Specification – Essential Requirements Unless Stated

Education / Qualifications:

5 years experience in customer service
Relevant working experience in the instrument industry.

Professional Skills/ Abilities:

excellent communication and listening skill
Friendly, patient affinity, strong sense of customer service
Experience and ability for working in a bilingual working environment

Personal Qualities:

Ownership and proactive
Self-motivated and able to work independently
Well Planning & Delivery of Results
Continuous learning and improvement