Customer Service Officer (SAP and ServiceMax software) - Up to $3200

Location: Toa Payoh

Salary:

• Up to $3000 basic

• with KPI Bonus (5% of per annum salary subject to the performance rating)

Working hours:

8.30am to 5.30pm (Mon to Fri)

Responsibilities:

Call & Service Activity Management

• Answer customer calls and register them in the service management system following the call management process and quality compliance requirements.

• Determine the routing of the customer call depending on the customer’s request and contract obligations.

• Create service work orders if necessary.

• Assign and dispatch Field Services Engineers (FSE’s) to service orders based on advice from the FSE or the Team Lead Field Services (or Service Delivery Manager) in the district.

• Order spare parts if required and dispatch to FSEs/customers.

• Plan & coordinate the Preventive Maintenance schedule with customers & FSEs.

• Escalate to CS Delivery Manager for non-compliance.

• Inform customers about the status of their call and make detailed appointments.

• Manage the progress of the customer call and escalate if service levels are in danger.

Quotation & Order Process Management

• Prepare service opportunities in SFDC.

• Prepare services and spare parts quotations to customers following the Quotation Process.

• Get T&M and service quotes approved by District Operations Manager, Team Lead or Account Manager CS.

• Send the approved T&M quote to the customer.

• Follow up with customers on open quotations.

• Process Customer Purchase Orders for services and spare parts.

• Manage DMR/billings and the closing of corresponding work orders.

Order/Invoicing & Service Record Retention

• Compile service reports, parts delivery notes and other supporting documents for purchase order invoicing.

• Manage the Service Report retention process, ensuring service reports are properly filed for audit purposes.

Logistics Support

• Follow up on the delivery status of ordered spare parts. Identify delivery issues and take corrective actions timely by working closely with suppliers and physical distribution.

• Coordinate inbound/outbound delivery of parts, and local shipment to customer site.

• Coordinate warehouse activities (if applicable).

• Follow up hold procedures in case of hazard situations.

• Report Defective on Arrival (DEFOA) following the DEFOA process.

• Comply with export control regulation.

Requirements:

• At least 1 to 3 years of Order Processing experience.

• Proactive with good communication skills.

• Knowledge of Microsoft Office tools (especially Excel & Word) required.

• Knowledge of ServiceMax and SAP is a plus.

We regret to inform that only shortlisted candidates will be notified.

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