Customer Service Specialist

TE Connectivity; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A global technology company in Singapore is seeking a Customer Care Specialist to act as the single point of contact for assigned customer accounts. Responsibilities include managing quotes and orders, ensuring timely resolution of customer inquiries and complaints, and coordinating with various departments to fulfill customer demands. The ideal candidate should possess excellent communication skills, problem-solving abilities, and knowledge of SAP is advantageous. This role demands a proactive and customer-focused approach in a fast-paced environment.

Qualifications

• Experience in customer service is preferred.
• Ability to handle customer inquiries and complaints effectively.
• Skills in logistics and supply chain management are beneficial.

Responsibilities

• Serve as the main contact for customer account operational issues.
• Manage quotes, orders, and customer inquiries to resolution.
• Work with manufacturing to fulfill customer demands.
• Coordinate with finance for billing and credit issues.

Skills

Customer Focus

Good Customer Service skills

Excellent communication skills

Problem solving skills

Team player with positive attitude

Proactive and responsible

Ability to work under pressure

Self-motivated

Analytical and able to multi-task

Knowledge on SAP

Tools

Microsoft Office

SAP

Job description

Customer Care Specialist

Customer Care Specialist is the single point of contact for the assigned Customer account for operational issues and resolutions.

Job Responsibilities

Quote and Order Management

• Interface with Customers for Quote request or Price inquiries and approval
• Submit quotation request for pricing team approval.
• Sales order entry, order confirmation & expediting orders.
• Order change and backlog price adjustment
• On-going Backlog Management
• Shipment release and follow up
• Report and support past due backlog reduction
• NPI - follow up with PM/Plant/Finance for part master and cost setup
• Handle Sample order
• Process RMA / Goods replacement

Customer Service

• Handle customer enquiries & complaints. Investigate and work with other departments to resolve customer issues in a timely manner.
• Emails/Conference calls / Visits to Customer and TE Plants for critical delivery issues, expedition or projects.
• Work out solutions on Customer’s special requirements, such as label, Customs process, packing & etc.
• NPS/VOC/Customer Service Survey Improvement Process. Identify and work on corrective actions to recurring issues.

Customer Supply Chain Management

• Initiate Stock Requisition for customer advance order or buffer stock.
• Work with manufacturing plants or Material Planning on capacity adjustment in order to fulfill Customer’s demands
• Handle allocation, when necessary, especially when parts have delivery problem
• Consignment Stock Management/ Customer demand forecast monitoring and accuracy analysis
• Manage customer forecast/demand and inventory level, work with Supply Chain to fulfill customer demand.
• Negotiate with Customer for VMI liability and deadstock compensation.
• Resolve logistics and custom issues with relevant functions

Customer Credit and Billing Management

• Billing attainment
• Follow up queries with Account Receivable
• Coordinate with Finance and Customer to solve pass due invoices issue
• Manage customer credit status & elevate for any abnormal status
• Apply credit release
• Process Credit note / Debit Note

Job Requirements

• Customer Focus.
• Good Customer Service skills.
• Excellent communication skill. Able to interact with internal and external partners.
• Problem solving skills
• Team player with positive attitude.
• Proactive, responsible and takes ownership of issues.
• Able to work under pressure.
• Self-motivated, independent and able to work with minimum supervision
• Sense of urgency, analytical and able to multi-task under fast paced environment.
• Knowledge on SAP will be added advantage.
• Familiar with Microsoft Office.