Job Overview

This role serves as the primary contact for assigned customer accounts, overseeing quotes, orders, service issues, and coordination across supply chain, logistics, finance, and operations. Ensures timely resolutions, manages backlog, supports NPI, and drives customer satisfaction.

Job Requirements

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 TE 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

What your background should look like

• Customer Focus.
• 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.
• Bachelor degree in any fileds
• 2-3 years+ same industry customer service experience
• Familiar with SAP is preferred
• Capable for Mandarin speaking
• Be stable, willing to grow together with the company and quickly adapt to the new environment.

Competencies