Serve as the primary point of contact (POC) for customers, managing all communication from RFQ receipt through product shipment and aftersales support
Review and validate Purchase Orders (POs) and Contracts to ensure alignment with agreed-upon Terms & Conditions
Work closely with Supply Chain, Finance, Quality, Product, Engineering, and Sales teams to ensure timely processing of orders and swift resolution of operational issues
Provide proactive order status updates and address advanced or long-standing customer concerns
Escalate and resolve customer issues effectively and emphatically
Maintain the ERP system with accurate and up-to-date order and shipment information
Gather and analyze customer feedback to identify improvement opportunities and drive customer satisfaction initiatives
Lead special projects using strong decision-making, critical thinking, and time management skills
Travel to customer locations as needed to support relationship management and business development
Onboard new customers, including account set up
Support the Company's marketing activities i.e. trade shows
Other reasonable duties as assigned by the Company
Requirement:
Education: Minimum Diploma in a related field
Experience: Minimum 3 years customer support experience
Candidates with exposure to tools/GSE, industrial products or manufacturing sectors preferred
Experience with CRM and ticketing tools (e.g. Salesforce)
Familiarity with support metrics, analytics dashboards, and reporting tools
Proficiency in Excel/Sheets and presentation tools (e.g. PowerPoint)
Strong interpersonal and communication skills, both written and verbal
Customer-first mindset with excellent problem-solving skills
Ability to manage competing priorities and multiple stakeholders
Skilled in de-escalating complex customer situations with professionalism
