Customer Service Specialist (Hybrid)

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 Customer's 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 Customer's 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.