CUSTOMER CARE SPECIALIST

Job Overview

Customer Care Specialist is the single point of contact for the assigned customer accounts in regard to operational issues and resolutions. Key responsibilities include:

Quote and Order Management
•    Interface with Customers for quote request or price inquiries and approvals
•    Submit quotation requests for pricing team approval 
•    Make sales order entries, confirm orders and expedite orders
•    Change order and backlog price adjustment
•    Execute on-going Backlog Management
•    Shipment release and follow up
•    Report and support past due backlog reduction
•    New Product Introduction - follow up with PM/Plant/Finance for part master and cost setup
•    Handle sample orders
•    Process Return Material Authorization / 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/Visits to Customer and TE Plants for critical delivery issues, expedition or projects
•    Work out solutions for the customer’s special requirements. Such as label, customs, 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 manufacturing plants or Material Planning on capacity adjustment in order to fulfill customer demands
•    Handle allocation, when necessary. Especially when parts have delivery problem
•    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 Vendor Managed Inventory 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 invoice issues
•    Manage customer credit status & escalate for any abnormal status
•    Apply credit release
•    Process credit note / debit note
 

What your background should look like:

•    Bachelor’s degree or above in any discipline
•    Business level English skill in reading, writing, and speaking
•    Customer focus attitude
•    Able to interact with internal and external partners
•    Problem solving skills
•    Team player with positive attitude
•    Proactive, responsible and takes ownership of issues
•    Self-motivated, independent and able to work with minimum supervision
•    Able to work under pressure
•    Familiar with Microsoft Office
•    Knowledge on SAP will be an added advantage