Customer Service Executive

Purpose of Job

Customer Service is within the Front Office function of attending to each customer's needs/queries in entirety, fulfilling their orders, generating reports, monitoring sales targets, ensuring on time delivery of quality goods to meet demands and ultimately to impress and retain customers.

[A] Order Fulfilment

. Order Processing:

1) Manage customers Purchase Orders & its confirmation

2) Ensure pricing, quantity, part numbers, version, currency, shipping details in Purchase Orders are accurate & correct as per Quotations, Quantity Contracts, drawings

3) Highlight any discrepancy to Salesperson-in-Charge

4) Follow First Article/Series workflow, where applicable

5) Process orders in Business Central & alert Planning/Procurement.

. Lead Time:

1) Get delivery information & acknowledge Purchase Orders to customers

2) Attend On-Time-Delivery weekly meetings

3) Track delivery status, get reasons for delay & recovery date

4) Notify customers & communicate internally

5) Liaise with Salesperson-in-Charge on any special, urgent, late, pull-in or push-out delivery

6) Liaise with Logistics on shipments, where necessary

. Drop/Direct Shipment:

1) Send Direct Shipment Notice to factory for urgent delivery, if any

2) Liaise with Logistics & Finance for Airway Bill, Delivery Order, Invoice (or Pro Forma Invoice)

3) Email shipping documents to customers

. e-Invoicing:

1) Check Airway Bill # on Delivery Order

2) Check Delivery Order versus Invoice

3) Send shipping documents to customers per their instructions, e.g. bill items +tooling, different recipients for different documents, etc. Refer to Shipping Instructions file in shared drive

4) Some customers receive e-Invoices once document is generated & posted by Finance

5) Corrective actions, e.g. raise Credit Note, re-enter line items in Sales Orders, re-send documents to customers

[B] Administration

. Sales Forecast vs Actuals:

1) Participate in trending of active regular parts

2) Support Sales in forecasting of firm orders & new/renew Quantity Contracts, General Agreements

3) Rolling monthly/quarterly sales forecast review

4) Monthly review/updates, where applicable

. Meetings:

1) Attend external virtual meetings with Salesperson-in-Charge, Quality Assurance colleagues & customers

2) Attend internal & any impromptu meetings, e.g. On-Time Delivery, Sales Analysis, MPS, etc.

. Reporting:

1) Prepare weekly Sales Revenue Report including the last 3 days of each month

2) Prepare & send weekly Open Sales Delivery Report to Sales Team

3) Update customer-specific Delivery Status Report weekly/fortnightly, e.g. Open Order Report, etc.

. Standard Operating Instructions (SOP):

1) Adhere to required SOPs, where applicable, e.g. Create New Customer, etc.

2) Ensure form filing for defence-related customers, e.g. Product Categorisation Form, End-User Statement, etc.

. Special Requests:

1) Handle bill/remittance for advance payment

2) Customise billing and/or delivery instructions

3) Any partial shipment instructions

4) Update customer's requirements file shared with Finance & Logistics

[C] Request For Quotation (RFQ)

. Process in Business Central System:

1) Check details in RFQ spreadsheet to ensure completeness prior to entering in Business Central

2) Clarify on missing, incomplete, or in-principal approval

3) Clarify/confirm on below targeted Gross Profit Margin

4) Enter RFQ in system and seek approval

5) Email approved RFQ in PDF format to Product Management & Sales teams

[D] Others

. Customer Service Mailbox:

1) Manage Customer Service mailbox daily for action/follow-up items

. Record Keeping:

It is very important to maintain original documents for reference/action and audit purposes. eFile sources in shared drives include:

- Purchase Orders, Contracts, etc. in Sales@PO From Customer folder

- Direct Shipment Notices, etc. in SalesDirect Shipment folder

- Sales Revenue Reports in GeneralWeekly Sales Report folder

. Ad-hoc:

1) Create/Update Customer Profile in system

2) Raise Change Request Form for Credit Note to customers, if required

3) Feedback & share concerns/improvements pertaining to customer service-related workflow or processes

4) Other duties when assigned

Qualifications

. A recognised Degree or Diploma in Business Administration or its equivalent.

. Intermediate or advanced user of Microsoft Excel application.

. Familiar with eMail, PDF writer, Microsoft Office Suite, Microsoft Teams, snipping tools, etc.

. Proficient in written/spoken English and Chinese languages for communicating with clients from Asia, Europe, and USA.

Skills

. An eye for detail.

. Analytical and inquisitive mind.

. Active listening skills.

. Able to multi-task and prioritise work.

. Teamwork and relationships building.

. Cheerful disposition with positive work attitude.

. Keen to learn and grow with the company.

Other Requirements

. Business trips to WEO sites, e.g. Malaysia, China, Taiwan, if required.