Customer Service Support Associate

Description

• Close collaboration with planning team including logistics, technical support, and sales to execute timely shipping arrangements with customers.
• Plan and implement strategies, reporting accurately on sales and business activities.
• Contribute to sales’ effectiveness by identifying short term and long range issues that must be address, provision of necessary information and commentary pertinent to deliberations, recommending options and course of actions
• Maintain professional and technical knowledge by attending educational workshop and training.
• Learn to identify accounts with potential for growth, develop account plans and garner assistance from other department to achieve desired goals
• Coordinate with sales team and demand planner for forecast orders and special pricing (SPR)
• Enquiry handling, preparation, send and follow up on quotation
• Participate in once weekly night meeting with factory for order fulfillment
• Extensive interaction with customer, partners, internal stakeholder via phone and email
• Review professional publication, establishing personal networks.
• Address clients’ concerns around technical capabilities and commercial viability. Stay committed to resolve any backorder-related issues with internal and external stakeholders. Proactive in notifying the CS Supervisor of any difficulties in a timely way
• Participation with other regional sales colleagues in sharing marketing intelligence on market growth, movement and opportunities to improve revenue.
• Provide reliable solutions for all commercial and basic technical issues to enhance customer satisfaction.
• Build and maintains good customer relationship across all customer’s level, coordinate new and repeat sales to ensure 100% customer satisfaction and account retention
• 100% follow up sales opportunity via Salesforce.com and ensuring no overdue and accurate up to date opportunity pipeline. Strong focus on effective backorder management to minimize ageing orders
• Gains customer acceptance by explaining or demonstrating cost reductions and operational improvement of using specific products and/or solution
• Adopting additional knowledge in SAP to determine improvement by analyzing cost-benefit ratios of project, supplies, service application
• Once quote is churn into confirmed PO, you will be processing new orders in a timely manner and maintain accurate Customer Requested date in ERP system.
• Monitor the status of incoming RFQ, PO and complaints and ensure that they are resolved and closed in a timely way.
• Cross function from Water Mechanical business unit to Special Hazard BU. Added on responsibility to pick up new knowledge for Engineered and Foam system.
• Listen, understand and coney customer requirements to solution and business opportunities including Appropriate escalation of complaint cases to the QA manager, L&D department, and management when necessary via Salesforce platform
• Key point of contact for clients, answering queries, providing basic technical advice and information for new product introduction, modification and order progress to warranty if any.

Requirements

• Ability to work independently and possess strong “Can Do attitude”
• Process strong and positive working attitude.
• Project management skill
• Knowledge of import, export regulation, SAP system, salesforce, MS Office
• Strong team player whereby internal coaching of team player and counterpart support for other team members necessary.
• Committed and dedicated to customer satisfaction and enjoy talking to people of all level
• Strong involvement with Order Fulfillment at factory level to ensure healthy order backlog and meet monthly target
• Minimum Diploma in Mechanical or relevant engineering studies preferred

Benefits

• Comprehensive benefits package
• Competitive salary in a MNC environment
• On the job/cross training opportunities

Training + Development

Interview process

Visa Sponsorship

Security clearance