Job Details
Description
About the Role:
The Customer Service Administrator is responsible for providing administrative and operational support to ensure smooth customer service processes. This includes managing customer orders, coordinating with sales and service departments, updating/processing records in SAP/Resolv, and maintaining accurate documentation. The role is critical to ensuring on-time delivery, customer satisfaction, and operational efficiency within the South East Asia office.
Key Responsibilities
Order & Documentation Management
- Process sales and service orders in SAP/Resolv accurately and in a timely manner.
- Ensure all supporting documents (quotes, purchase orders, delivery orders) are properly filed and updated.
- Track and follow up on open orders, deliveries, and service jobs.
Customer Support
- Act as the main point of contact for customers and distributors regarding order status, service updates, and general inquiries.
- Coordinate with internal departments (Service, Sales, Accounts) to resolve issues promptly.
- Assist in managing warranty or repair-related documentation and updates.
Inventory & Logistics Coordination
- Work closely with the Service team to arrange shipments, prepare packing lists, and ensure timely delivery of parts and tools.
- Monitor stock levels for commonly ordered items (min/max) and support procurement coordination when required.
System & Reporting
- Maintain and update records in SAP/Resolv for customer accounts, service jobs, and parts transactions.
- Support process improvement initiatives and system enhancements.
Administrative Support
- Prepare quotations, sales order acknowledgements, backorder reports.
- Support internal audits (ISO/BizSAFE) as required.
- Handle filing, correspondence, and coordination tasks for the CS and Service teams.
Education
Key Requirements:
- Diploma or higher in Business Administration, Logistics, or related field.
Experience
- Minimum 23 years of experience in customer service, order processing, or administrative roles.
- Experience in engineering, manufacturing, or service-based industries preferred.
Skills
- Proficient in SAP/ERP systems and MS Office (especially Excel).
- Strong coordination and multitasking abilities.
- Excellent written and verbal communication skills.
- Detail-oriented, organized, and proactive.
