Customer Service Specialist

WhiteCrow Research; Penang; On-site; MYR 40,000 - 50,000; Full time

Job summary

A leading global talent research firm is seeking a Customer Service Specialist in Penang, Malaysia. The successful candidate will manage customer quotes and orders while ensuring excellent communication with clients and resolving inquiries effectively. Applicants should have a Bachelor's degree and at least 3 years of experience in customer service or order management, showcasing strong problem-solving skills and the ability to work under pressure. This role offers the opportunity to coordinate with various departments to streamline customer service processes.

Qualifications

• Minimum 3 years of industry experience in customer service/order management.
• Able to interact with internal and external partners.
• Self-motivated, independent and able to work with minimum supervision.

Responsibilities

• Manage quotes and orders for customers.
• Handle customer inquiries and complaints.
• Manage customer logistics and billing information.

Skills

Customer Focus

Excellent communication skill

Problem solving skills

Team player

Proactive attitude

Analytical skills

Education

Bachelor's degree in any related field

Job description

About WhiteCrow

We are global talent research, insight, and sourcing specialists with offices in the UK, USA, Singapore, Malaysia, Hong Kong, Dubai, and India. Our international reach has helped us to understand and penetrate specialist markets at a global level. In addition to this, our service is also extended to complement our client’s in-house talent acquisition teams.

About our client

For more than 80 years, our client’s engineers and product specialists have partnered with customers to produce highly engineered connectivity and sensing solutions that make a connected world possible. Their focus on reliability, durability, and sustainability exemplifies their commitment to progress. The unmatched range of their product portfolio enables companies, large and small, to turn ideas into technology that can transform how the world works and lives tomorrow.

Role: Customer Service Specialist

You will be responsible for...

Quote and Order Management

• Interfacing with Customers for Quote request or Price inquiries and approval
• Submitting 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
• Reporting and supporting past due backlog reduction
• NPI - follow up with PM/Plant/Finance for part master and cost setup
• Handling Sample order
• Process RMA / Goods replacement

Customer Service

• Handling customer enquiries & complaints. Investigate and work with other departments to resolve customer issues in a timely manner.
• Emails/Conference calls / Customer and company Plant Visits for critical delivery issues, expedition or projects.
• Working 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

• Initiating Stock Requisition for customer advance order or buffer stock.
• Working with Planning team on capacity adjustment in order to fulfill Customer’s demands
• Consignment Stock Management/ Customer demand forecast monitoring and accuracy analysis
• Managing customer forecast/demand and inventory level, work with Supply Chain to fulfill customer demand.
• Negotiating with Customer for VMI liability and deadstock compensation.
• Resolving logistics and custom issues with relevant functions

Customer Credit and Billing Management

• Billing attainment
• Following up queries with Account Receivable
• Coordinating with Finance and Customer to solve pass due invoices issue
• Managing customer credit status & escalate for any abnormal status
• Applying credit release
• Processing Credit note / Debit Note

What you already have...

• Bachelor’s degree is any related field.
• Minimum 3 year of industry experience in customer service/order management.
• 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.