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 Responsibilities

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 / Visits to Customer and TE Plants 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 manufacturing plants or Material Planning on capacity adjustment in order to fulfill Customer’s 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 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

Job Requirements

•    Customer Focus.
•    Good Customer Service skills.
•    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.
•    Knowledge on SAP will be added advantage. 
•    Familiar with Microsoft Office. 

Competencies