Customer Service Representative

Molex; Southwest; On-site; SGD 30,000 - 60,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen engagierten Kundenservicerepresentanten, der als Hauptansprechpartner für Bestellabwicklungen fungiert. In dieser Rolle sind Sie verantwortlich für die Bearbeitung von Kundenanfragen, die Koordination von Versandaktivitäten und die Lösung von Beschwerden. Sie arbeiten eng mit einem vielfältigen Team zusammen und tragen zur kontinuierlichen Verbesserung der Kundenzufriedenheit bei. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mehrere Jahre Erfahrung im Kundenservice erforderlich.
• Starke Fähigkeiten in Microsoft Office-Anwendungen.

Responsibilities

• Verwalten des Bestellprozesses und Bearbeiten von Kundenanfragen in SAP.
• Koordinieren von Sonderversandarrangements und Bearbeiten von Kundenbeschwerden.

Skills

Kundenservice

SAP

Microsoft Excel

Microsoft Word

Microsoft Outlook

Problemlösungsfähigkeiten

Entscheidungsfindung

Education

Diplom oder höher

Tools

SAP ERP-System

Job description

Your Job

As a Representative in Customer Service, your primary purpose is to serve as the main point of contact for all order fulfillment activities. You will respond promptly and efficiently to inquiries from assigned customer accounts, coordinating post-order shipping activities and handling complaints.

Our Team

You will be part of the Global Sales and Marketing Division, collaborating with a diverse team that includes Sales Engineers, Quality, Finance, Supply Chain, IT, Product Managers, and various Molex entities. Externally, you will interact with customers, freight forwarders, and warehouse providers to ensure smooth operations and customer satisfaction.

What You Will Do

1. Manage the order process by receiving, checking, and processing customer orders in SAP, while ensuring any missing or incorrect data is followed up on with customers or internal departments.
2. Handle requests for order changes with relevant plants, adhering to customer terms and conditions or Molex Financial policy guidelines, which include activities such as:
   • Expedites;
   • Pull-in/push-out;
   • Increase/decrease/cancellation.
3. Proactively monitor customer order backlogs, initiate necessary expedites, and communicate any changes in delivery schedules to customers.
4. Analyze forecast demand against actual orders for scheduling agreements, providing feedback to customers and coordinating relevant actions with Supply Chain, Sales, and the customer for VMI transitions.
5. Manage special shipping arrangements, coordinate with manufacturing locations, freight companies, and warehouses, handle premium freight, freight cost liability, and drop shipments.
6. Process customer complaints in the SAP system, coordinate corrective actions with customers, sales engineers, and plants, and provide necessary documentation to resolve issues.
7. Process distribution scrap requests according to contractual agreements and company guidelines.
8. Initiate requests for SAP Master Data maintenance, including:
   • Customer master;
   • Customer material info records;
   • Material master.
9. Review customer scorecards, coordinate corrective action feedback with Sales, and inform customers.
10. Provide monthly reporting input to the CSR supervisor/manager promptly and accurately.
11. Coordinate customer visits with appropriate stakeholders.
12. Support and contribute to Molex's Total Quality Management (TQM), Six Sigma, ISO, and Environmental and/or Health and Safety (EHS) Management Systems by adhering to company policies and procedures.
13. Perform other related duties as assigned by management.

Who You Are (Basic Qualifications)

• Possess a diploma or higher with several years of relevant customer service experience.
• Strong skills in Microsoft Excel, Word, and Outlook.
• Demonstrated problem-solving abilities, offering solutions and efficient responses within company guidelines.
• Effective decision-making skills, ensuring customer requirements are met while adhering to company policies.

What Will Put You Ahead

• Prior experience in the electronic industry, with 2 to 3 years of customer service experience preferred.
• Knowledge of SAP or experience with an ERP system.
• Proactive and flexible, with a genuine interest in customer needs and a sense of urgency.
• Ability to work independently in high-pressure environments, maintaining an organized approach and confidentiality.
• Strong commercial sense and sensitivity to the needs of others.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value, and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate based on market data. The actual amount may vary depending on each candidate’s knowledge, skills, abilities, and location. Please speak to your recruiter for details about our compensation philosophy.

Who We Are

As a Koch company, Molex is a leading supplier of connectors and interconnect components, driving innovation in electronics and supporting industries from automotive to healthcare and consumer to data communications. Our team of innovators has made us a global leader. Our experienced people, groundbreaking products, and leading-edge technologies enable us to deliver solutions across more markets than ever before.

At Koch, employees are empowered to do their best work to improve lives. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company. We also strive to create a work environment that supports your personal and professional needs, helping you and the business succeed together.