Customer Service Specialist

About our client

For more than 80 years, our client’s engineers and product specialists have partnered with customers to produce highly engineered connectivity and sensing solutions that make a connected world possible. Their focus on reliability, durability, and sustainability exemplifies their commitment to progress. The unmatched range of their product portfolio enables companies, large and small, to turn ideas into technology that can transform how the world works and lives tomorrow.

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 / Customer and company Plant Visits 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 Planning team on capacity adjustment in order to fulfill Customer’s demands
• 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

Requirements:

• Bachelor’s degree or equivalent
• 2–3+ years in customer service / order management (manufacturing preferred)
• Strong communication and stakeholder management skills
• Experience handling customer complaints and resolution
• Ability to work under pressure in a fast-paced environment
• Proactive mindset with strong ownership and accountability
• SAP knowledge preferred
• Mandarin communication capability is a plus