Job Overview

Customer Care Specialist is the single point of contact for the assigned Customer account for operational issues and resolutions. Key responsibilities of this role are included:

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

Competencies requirements:

• 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.

Competencies