Customer Service Representative

Qnity; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

Qnity is seeking a Customer Service Representative to support domestic and export order fulfillment. You will receive, analyze, and verify orders to ensure accuracy and timely processing, delivering a high level of customer satisfaction.

In this role, you will coordinate with Sales, Supply Chain, Logistics, and Finance to resolve issues, track orders, and maintain strong customer relationships. Prior customer service or order fulfillment experience is highly valued.

Qualifications

• Excellent interpersonal communication skills with internal and external stakeholders.
• Ability to operate SAP, SFDC and Microsoft Office efficiently.
• Experience in customer service or order fulfillment preferred.

Responsibilities

• Serve as primary contact for order receipt, processing and verification.
• Manage end-to-end order handling and coordinate with logistics and sales teams.
• Monitor order status to ensure on-time delivery and customer satisfaction.
• Resolve order-related issues and escalate when needed.
• Maintain professional relationships with customers and internal partners.

Skills

Interpersonal communication

Stakeholder management

SAP

SFDC

Microsoft Office

Customer service

Supply chain knowledge

Calm under pressure

Proactive attitude

Team collaboration

Tools

SAP

SFDC

Microsoft 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.

Role Summary

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 lift 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

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 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.