Job Overview

Responsible for the day-to-day management of the Customer Service team and its activities.

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 drive corrective actions to recurring issues to create sustainable improvement. Create awareness and accountability to other functions based on VOC.

   

   

  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

   

  Manage operation process

  • Responsible to identify and drive corrective actions and improvement projects/activities with other support functions to increase Customer Satisfaction level
  • Communication with related function to resolve Customer escalated operational issue and process
  • Team Operation scorecard performance monitoring and improvement analysis.
  • Coach and provide guidance to others as expert on operation subject matter, influencing others through positive communication, review progress and provided feedback.
  • Develop and maintain improvement activities and process, regular communicate improvement activities and process sharing with team members.
  • Create action plans and follow up with individual in timely manner on operation subject matter.
  • Support Regional / Global projects.
  • Backup to Team Supervisor / Manager when necessary.

What your background should look like

• Customer Focus.
• Excellent communication skill. Able to interact with internal and external partners.
• Problem solving skills
• Ability to work in team-oriented, 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.
• Drive for Results
• Developing Others
• Leadership and People management skills.

Competencies