Customer Service Representative

Akzo Nobel Paints (Singapore) Pte Ltd; Singapore; On-site; SGD 35,000 - 50,000; Full time

Job summary

A leading paint manufacturer in Singapore is seeking an experienced customer service support specialist. The ideal candidate will manage customer orders through the ERP system and act as the first point of contact for inquiries. A diploma and at least 2 years of experience in a complex customer service role are required, alongside strong communication and organizational skills. This is an office-based position with a focus on efficiency and customer satisfaction.

Qualifications

• Minimum 2 years of experience in complex customer service.
• Process-driven to enhance business efficiencies.
• Excellent communication skills with internal and external stakeholders.

Responsibilities

• Process end-to-end customer orders in the ERP system.
• Act as first point of escalation for inquiries and complaints.
• Coordinate with logistics and internal teams for on-time deliveries.

Skills

Customer service support

Communication skills

Analytical skills

Organizational skills

Troubleshooting

Education

Diploma

Tools

SAP

MS Office

Advanced Excel

Job description

Location: Changi Business Park

• Process end-to-end customer orders in the ERP system, received via email, phone, or other channels, ensuring compliance with standard operating procedures.
• Proactively contact customers via phone to confirm details or resolve issues when necessary.
• Act as the first point of escalation for customer inquiries and complaints, providing timely and effective resolutions.
• Coordinate closely with logistics, field force, and other internal teams to ensure on-time deliveries and resolve customer queries.
• Prepare and share daily reports on order status and service performance.
• Achieve key performance indicators (KPIs) set in place, including order performance, and identify trends for improvement.
• Evaluate current processes and propose improvements to enhance efficiency, accuracy, and customer satisfaction; implement approved changes in collaboration with the Manager.
• Maintain strong product and customer knowledge to recommend additional or alternative solutions when needed.
• Ensure proper registration, filing, and archiving all customer service-related documentation in compliance with company standards.
• Serve as a team player capable of rotating across various roles within the function to ensure business continuity during team absences.
• Be open and flexible to work across different Customer Service roles as required, ensuring smooth operations and business continuity.

Experience

• Diploma with min. 2 years' supporting complex customer service in an international environment
• Process driven to deliver incremental business efficiencies; able to work in fast-paced environment
• IT skills in MS Office and SAP, Advanced Excel knowledge required, Numerate, analytical and results oriented.
• Excellent communication skills at all levels, internally & externally with a drive to reach out to customers and sales team via phone calls.
• Excellent communication skills at all levels, internally & externally with a drive to reach out to customers and sales team via phone calls.
• Strong troubleshooting and multi-tasking skills, excellent organizational and time-management skills. Self-driven.
• Able to work 5 days a week (office-based)