Customer Service

IDEX ASIA PACIFIC PTE LTD; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

Join a leading company as a Customer Service Officer, where you will manage the Order to Cash Process and enhance customer experience by addressing queries and processing orders promptly. This role requires strong communication, technical skills, and a commitment to customer satisfaction with a focus on continuous improvement. Ideal candidates will have substantial experience in customer service within a manufacturing setting and proficiency in relevant software tools.

Qualifications

• 3+ years of customer service experience in a manufacturing unit.
• Skilled in using JDE and ERP systems.
• Well versed in English - both oral and written.

Responsibilities

• Support customers with order processing, product knowledge, and queries.
• Liaise cross-functionally to resolve customer issues efficiently.
• Generate reports on backlog and sales for review meetings.

Skills

Customer Service

Order Handling

Technical Learning

Communication

Education

High school diploma or equivalent

Tools

JDE

ERP Systems

CRM

Microsoft Applications

Job description

As a Customer Service Officer, you will be supporting the business unit by owning up the Order to Cash Process. You will also be the focal point for distributors for tasks such as order processing, order acknowledgement, order status, expediting, customer queries and complaints if any. To do well in this role you need to have the attitude to delight Customers by providing excellent and timely service, inclination towards technical learning, be able to navigate the organization and provide timely escalations, skilled in using ERP systems and basic reporting tools (Microsoft applications).

Essential Responsibilities and Tasks

• Be well versed with portfolio and organization to respond to customer queries or understand the issue well enough to seek the right answers promptly
• Perform inside sales support for customers by providing product and application knowledge, quotations, model string selection, etc.
• Order processing duties including but not limited to order entry, order amendments, order status notification, and order expediting
• Liaise with business line customer service and other factory individuals to follow up on backlog and existing orders
• Ensure compliance with trade regulations and IDEX policies
• Answer distributors queries about warranties, terms of sale, commercial agreements, etc.
• Be well versed with ERP systems and tools used e.g. JDE, BP Logix, CRM, etc.
• Work cross-functionally with business unit Customer Service, Application Engineering, Outside Sales, and Manufacturing Operations to serve customers
• Daily interaction with customers via email, phone, MS Teams, etc, working to resolve their issues or concerns as quickly as possible to provide an exceptional customer experience
• Take ownership of customer issues, document customer complaints and follow problems through to resolution while ensuring root cause analysis provides appropriate sustainable countermeasure(s)
• Maintain records of customer interactions, process customer accounts, and file documents
• Order invoicing and follow ups on outstanding sales
• Generate relevant reports such as backlog, outstanding sales, inventory, customer complaints for monthly business review meetings
• Periodically review the departmental library of all technical product literature and keep abreast of any product changes

Requirements and qualifications

• High school diploma; General education degree or equivalent preferred
• Skilled in using JDE
• 3+ years of customer service and order handling experience in a manufacturing unit
• Well versed in English - both oral and written

Reporting Relationships

Solid line reporting to IDEX SEA - Energy BU leader with a very strong dotted line reporting to IDEX SEA Operations leader