Customer Service Associate

MAIN DUTIES AND RESPONSIBILITIES TO BE ACCOMPLISHED:

Order & Fulfilment Management

. Serve as the primary customer interface for order processing, changes, and delivery coordination

. Ensure timely and accurate processing of customer orders to meet delivery commitments

. Coordinate with third-party logistics providers to manage shipments and deliveries

. Update delivery commitments on customer portals for new orders, reschedules, and forecast confirmations

. Handle sample requests and customer returns, including RMA and credit/debit documentation

. Maximize monthly billings by aligning deliveries with customer request dates

Forecasting & Inventory Planning

. Lead forecast planning in collaboration with Sales to understand demand trends and backlog status

. Translate forecasts into actionable shipment and production plans

. Manage customer stocking programs (VMI/SMI, Demand Pull) to balance inventory availability and optimization

. Monitor supply vs. demand and escalate gaps in inventory or production capacity

. Identify and escalate discrepancies between OEM, CM, and distributor forecasts

. Proactively chase missing purchase orders and validate forecasts against actual orders

Cross-Functional Collaboration

. Work closely with Sales to support revenue maximization through timely fulfilment and issue resolution

. Attend sales reviews to provide data, shipping updates, and insights on capacity and constraints

. Participate in the implementation of customer-related program initiatives and process improvements

. Drive backlog management by prioritizing urgent orders and coordinating with factory teams

Process Optimization & Support

. Identify opportunities to streamline workflows and reduce manual tasks

. Support ad-hoc projects and assignments as directed by the Manager

INTER BU / SBG LIAISONS (Responsibility for transversal activities or cross departmental line : projects, programs, etc.)

1. Liaise with Manufacturing Units and Material Planners on order acknowledgements and schedule changes.

2. Co-ordinate delivery with Logistics.

3. Liaise with Finance Dept for any account receivable discrepancies.

4. Liaise with IS for customer requirements such as barcoding and EDI.

EDUCATION (Qualifications obtained in the course of formal education and/or training)

Diploma or Degree Holders.

EXPERIENCE & KNOWLEDGE REQUIRED:

. 5 years of experience working in a customer service and planning function, preferably in the electronics industry.

. Knowledge of inventory management will be an added advantage.

. Familiar with MRP/ERP planning system preferably with QAD application.

. Knowledge of Microsoft Excel and Words application.

Working hours:

Mon to Fri, 8:30am to 5:30pm