Customer Service Representative

2766 DUPONT SPECIALTY MATERIALS SINGAPORE PTE. LTD.; Singapore; On-site; SGD 31,000 - 47,000; Full time

Job summary

Qnity is seeking a Customer Service Representative to power order fulfillment for domestic and export customers. You will verify order data, process entries in SAP, and ensure accurate, timely delivery while delivering excellent service.

You will collaborate with Sales, Supply Chain, Logistics and Finance to resolve issues, monitor open orders, and provide proactive updates to customers to meet promised dates.

Qualifications

• Excellent interpersonal communication, written and verbal.
• Ability to manage internal and external stakeholders.
• Proficient with SAP, SFDC, and MS Office.
• Coordinate with internal teams and external customers professionally.
• Detail-oriented with a high level of accuracy.
• Self-motivated with a proactive attitude.
• Experience in Customer Service or order fulfillment preferred.
• Supply chain experience is a plus.
• Remain calm when customers are stressed.
• Positive, proactive attitude and teamwork.

Responsibilities

• Receive, process, and verify the accuracy of customer domestic/export purchase orders and perform order entry activities following defined procedures and guidelines.
• Manage end-to-end inquiry and order handling, including delivery instruction and shipment control.
• Collaborate with Sales, Supply Chain, logistics, Finance, and warehouses to meet customer requirements.
• Monitor open orders and alert to promote on-time delivery to the promised date.
• Escalate inquiries and changes per policy; deliver first-call resolutions.
• Provide sales-related information and support SAP Order-To-Cash processes.
• Identify customer inquiry & issue trends and suggest process improvements.
• Provide back-up support to other group members as required.

Skills

Interpersonal communication

Customer service

Stakeholder management

Calm under pressure

Team collaboration

Attention to detail

Self-motivated

SAP

SFDC

MS Office

Tools

SAP

SFDC

MS Office

Job description

Are you looking to power the next leap in the exciting world of advanced electronics? Do you want to help solve problems that drive success in the rapidly evolving technology and connectivity landscape? Then bring your problem-solving, passion, and creativity to help us power the next leap in electronics. At Qnity, we’re more than a global leader in materials and solutions for advanced electronics and high-tech industries - we’re a tight-knit team that is motivated by new possibilities, and always up for a challenge. All our dedicated teams contribute to making cutting-edge technology possible. We value forward-thinking challengers, boundary-pushers, and diverse perspectives across all our departments, because we know we play a critical role in the world enabling faster progress for all. Learn how you can start or jumpstart your career with us.

The Customer service Representatives role is responsible for providing customer order fulfillment support by receiving, analyzing, and verifying the accuracy of customer order information and processing in a timely manner to ensure that all customer requirements are being met and that an excellent standard of service and a high level of customer satisfaction is maintained.

Major Accountabilities

• Primary point of contact for receiving, processing, and verifying the accuracy of customer domestic/export purchase orders and performs order entry activities following defined procedures and guidelines.
• Responsible for inquiry & order handling process from beginning to end, including delivery instruction and shipment control.
• Also, co-work with business in collection of account receivable.
• Monitors open order status and alerts to take appropriate actions where necessary to promote on-time delivery to the customer promise date.
• Initiates the required action for first call resolution to customer service requests for order changes and other requests within the Business sales policy; escalates inquiries to the appropriate partners in a timely and effective way to resolve a variety of order-related issues.
• Establishes sound business relationships with customers by consistently delivering professional, quality service that is superior to the competition and work closely with sales team to attain customer satisfaction.
• Interacts with various partner functions such as Sales team, Supply Chain, logistics, Finance, external warehouses to ensure that the customers' requirements are understood, and commitments are met.
• Adheres to all corporate policies, procedures and legislative requirements and advises management of adoption and/or deviations to policies and guidelines to reflect circumstances within the customer service area.
• Provides back-up support to other group members in the performance of job duties as required.
• Provides Sales related information (sales order volume versus forecasted volume) to business.
• Primary point of contact for SAP Order-To-Cash module representing the supporting business.
• Identify and resolve customer concerns, ensuring their satisfaction and exceeding expectations.
• Provide basic support, troubleshoot issues, and escalates complex problems as needed.
• Collaborate with other departments to resolve customer issues and ensure a positive customer experience.
• Identify customer inquiry & issue trends and provide feedback and work on process improvement.

Skills and Knowledge Required

• Good interpersonal communication skills (including verbal, phone, listening and written communication skills) both externally and internally, to effectively develop strong relationship.
• Collaborative and competent at managing internal and external stakeholders
• Ability to operate the required computer systems (SAP, SFDC and the Microsoft Office Suite of programs).
• Ability to work professionally and effectively with external customers and with many internal functional groups and Businesses.
• Demonstrated attention to detail and exhibits a high level of accuracy.
• Self-motivated and positive minded.
• Creation of value through the productivity improvement projects and initiatives.
• Customer Service or order fulfillment experience is highly preferred.
• Supply Chain experience would be an added advantage.
• Ability to stay calm when customers are stressed or upset.
• Must have good interpersonal skills with Positive, Proactive, and 'Can-do' attitude
• Collaborative and competent at managing internal and external stakeholders

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Qnity offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page.

We use Artificial Intelligence (AI) to enhance our recruitment process.

Join a global leader making tomorrow's technologies possible, from AI to advanced computing and beyond. Here, your ideas spark innovation, your curiosity drives progress, and your journey powers the next leap in electronics.

Qnity is an equal opportunity employer.

Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class.

If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information.

Qnity is an equal opportunity employer.

Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class.

If you need a reasonable accommodation to search or apply for a position, please visit our