CUSTOMER SERVICE SPECIALIST I

TE Connectivity; Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global connectivity company is seeking a Customer Care Specialist in Bayan Lepas, Penang. The role involves managing customer inquiries and order processes, ensuring customer satisfaction, and coordinating with various departments to resolve issues. The candidate should possess a Bachelor's degree, 1-3 years of related experience, and excellent communication skills in English, with Mandarin as a plus. This role requires a proactive attitude and the ability to work effectively under pressure.

Qualifications

• Knowledge of SAP is an advantage.
• 1-3 years of experience in customer service.
• Good communication skills in English and Mandarin is an added advantage.

Responsibilities

• Serve as the single point of contact for assigned customer accounts.
• Manage quote requests and order management.
• Handle customer inquiries and complaints.
• Initiate stock requisition for customer orders.
• Coordinate customer credit status and billing management.

Skills

Customer Focus

Excellent communication skills

Team player

Proactive and responsible

Ability to work under pressure

Analytical skills

Multi-tasking ability

Education

Bachelor's degree in Business or relevant fields

Tools

SAP

Job description

Customer Care Specialist is the single point of contact for the assigned Customer account for operational issues and resolutions.

Job Requirements

Quote and Order Management

• Interface with Customers for Quote request or Price inquiries and approval
• Submit quotation request for pricing team approval.
• Order change and backlog price adjustment
• 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 & escalated for any abnormal status
• Apply credit release
• Process Credit note / Debit Note

What your background should look like

• Knowledge of SAP will be added advantage.
• Minimum at least 1-3 years working in related fields.
• Minimum education is Bachelor's degree Business orin relevant fields.
• Customer Focus.
• Excellent communication skill.Able to interact with internal and external partners.
• 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.
• Applicants must be willing to work in Bayan Lepas, Penang.
• Good communication skills in English.
• Good command of Mandarin is an added advantage.

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