Customer Service Executive

OPTROTECH PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology solutions provider in Singapore is seeking a Customer Service Specialist focused on order fulfilment, reporting, and customer communication. The ideal candidate will have a degree in Business Administration and be proficient in Microsoft Excel. Strong analytical skills and a positive attitude are essential for this role.

Qualifications

• Intermediate or advanced user of Microsoft Excel application.
• Proficient in written and spoken English and Chinese.

Responsibilities

• Manage customers' Purchase Orders and ensure accuracy.
• Track delivery status and communicate with customers.
• Prepare weekly Sales Revenue Reports.

Skills

Attention to detail

Analytical thinking

Active listening

Multi-tasking

Teamwork

Education

Degree or Diploma in Business Administration

Tools

Microsoft Excel

Microsoft Office Suite

Job description

Overview

Purpose of Job

Customer Service is within the Front Office function of attending to each customer's needs/queries in entirety, fulfilling their orders, generating reports, monitoring sales targets, ensuring on time delivery of quality goods to meet demands and ultimately to impress and retain customers.

Responsibilities

[A] Order Fulfilment

• Order Processing:
• Manage customers' Purchase Orders & its confirmation
• Ensure pricing, quantity, part numbers, version, currency, shipping details in Purchase Orders are accurate & correct as per Quotations, Quantity Contracts, drawings
• Highlight any discrepancy to Salesperson-in-Charge
• Follow First Article/Series workflow, where applicable
• Process orders in Business Central & alert Planning/Procurement.

• Lead Time:
• Get delivery information & acknowledge Purchase Orders to customers
• Attend On-Time-Delivery weekly meetings
• Track delivery status, get reasons for delay & recovery date
• Notify customers & communicate internally
• Liaise with Salesperson-in-Charge on any special, urgent, late, pull-in or push-out delivery
• Liaise with Logistics on shipments, where necessary

• Drop/Direct Shipment:
• Send Direct Shipment Notice to factory for urgent delivery, if any
• Liaise with Logistics & Finance for Airway Bill, Delivery Order, Invoice (or Pro Forma Invoice)
• Email shipping documents to customers

• e-Invoicing:
• Check Airway Bill # on Delivery Order
• Check Delivery Order versus Invoice
• Send shipping documents to customers per their instructions, e.g. bill items +tooling, different recipients for different documents, etc. Refer to Shipping Instructions file in shared drive
• Some customers receive e-Invoices once document is generated & posted by Finance
• Corrective actions, e.g. raise Credit Note, re-enter line items in Sales Orders, re-send documents to customers

[B] Administration

• Sales Forecast vs Actuals:
• Participate in trending of active regular parts
• Support Sales in forecasting of firm orders & new/renew Quantity Contracts, General Agreements
• Rolling monthly/quarterly sales forecast review
• Monthly review/updates, where applicable

• Meetings:
• Attend external virtual meetings with Salesperson-in-Charge, Quality Assurance colleagues & customers
• Attend internal & any impromptu meetings, e.g. On-Time Delivery, Sales Analysis, MPS, etc.

• Reporting:
• Prepare weekly Sales Revenue Report including the last 3 days of each month
• Prepare & send weekly Open Sales Delivery Report to Sales Team
• Update customer-specific Delivery Status Report weekly/fortnightly, e.g. Open Order Report, etc.

• Standard Operating Instructions (SOP):
• Adhere to required SOPs, where applicable, e.g. Create New Customer, etc.
• Ensure form filing for defence-related customers, e.g. Product Categorisation Form, End-User Statement, etc.

• Special Requests:
• Handle bill/remittance for advance payment
• Customise billing and/or delivery instructions
• Any partial shipment instructions
• Update customer\'s requirements file shared with Finance & Logistics

[C] Request For Quotations (RFQ)

• Process in Business Central System:
• Check details in RFQ spreadsheet to ensure completeness prior to entering in Business Central
• Clarify on missing, incomplete, or in-principal approval
• Clarify/confirm on below targeted Gross Profit Margin
• Enter RFQ in system and seek approval
• Email approved RFQ in PDF format to Product Management & Sales teams

[D] Others

• Customer Service Mailbox:
• Manage Customer Service mailbox daily for action/follow-up items

• Record Keeping:
• It is very important to maintain original documents for reference/action and audit purposes. eFile sources in shared drives include:
• - Purchase Orders, Contracts, etc. in \\Sales\\@PO From Customer\\ folder
• - Direct Shipment Notices, etc. in \\Sales\\Direct Shipment\\ folder
• - Sales Revenue Reports in \\General\\Weekly Sales Report\\ folder

• Ad-hoc:
• Create/Update Customer Profile in system
• Raise Change Request Form for Credit Note to customers, if required
• Feedback & share concerns/improvements pertaining to customer service-related workflow or processes
• Other duties when assigned

Qualifications

Ø A recognised Degree or Diploma in Business Administration or its equivalent.

Ø Intermediate or advanced user of Microsoft Excel application.

Ø Familiar with eMail, PDF writer, Microsoft Office Suite, Microsoft Teams, snipping tools, etc.

Ø Proficient in written/spoken English and Chinese languages for communicating with clients from Asia, Europe, and USA.

Skills

• Ø An eye for detail.
• Ø Analytical and inquisitive mind.
• Ø Active listening skills.
• Ø Able to multi-task and prioritise work.
• Ø Teamwork and relationships building.
• Ø Cheerful disposition with positive work attitude.
• Ø Keen to learn and grow with the company.

Other Requirements

Ø Business trips to WEO sites, e.g. Malaysia, China, Taiwan, if required.