Customer Service Specialist (Manufacturing)

Heraeus Materials Singapore Pte Ltd; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading materials company in Singapore is looking for a candidate to enhance the Order-To-Cash process while ensuring customer satisfaction. Responsibilities include providing pricing support, handling customer inquiries, and processing orders in SAP. The ideal candidate has at least 5 years of experience in customer service and SAP, along with strong logistics knowledge. This role demands effective team collaboration and an ability to thrive in a fast-paced environment.

Qualifications

• Minimum diploma in any field.
• At least 5 years of customer service and SAP experience.
• Knowledge of SAP Order-To-Cash (OTC) process.
• Knowledge of sales and pricing processes.
• Knowledge of logistics and supply chain processes.
• Effective team collaboration with other functions.
• Ability to adapt to a fast-paced environment.

Responsibilities

• Provide reference pricing and issue SAP quotations.
• Handle customer inquiries professionally.
• Receive and process various types of customer orders.
• Coordinate with production planning to meet delivery dates.
• Monitor customer consignment stock and plan replenishments.
• Process precious metal hedging prices in SAP.
• Ensure shipping of confirmed sales orders on time.
• Request and submit new customer numbers through SAP.
• Coordinate new material releases and raise ECRs.
• Participate in IATF and ISO certifications and initiatives.

Skills

Customer service experience

SAP expertise

Knowledge of sales processes

Logistics knowledge

Team collaboration

Adaptability

Education

Diploma in any field

Job description

This position is accountable for contributing to the efficiency and effectiveness of the Order-To-Cash (OTC) process, ensuring customer satisfaction while adhering to standard operating procedures (SOP) and guidelines. The role supports the customer service team and continuous improvement initiatives.

Job Responsibilities:

Supporting Sales Team:

• Providing reference pricing from SAP and issuing SAP quotations to support the sales team in effectively and efficiently pricing for customers.

Customer Inquiry Handling:

• Handling customer inquiries with a focus on delivering professional customer support and resolving issues.

Order Processing:

• Receiving and processing various types of customer orders, including standard orders, consignment orders, sample orders, intercompany sales orders, and purchase orders in SAP.
• Coordinating with the production planning team across Heraeus Electronics production sites to meet customer-requested delivery dates within standard lead times.
• Managing and monitoring customer consignment stock and planning stock replenishment to maintain inventory levels within targeted KPIs.
• Processing and monitoring precious metal hedging prices with the internal trading company in SAP, and confirming the hedged prices in sales order confirmations or proforma invoices to customers.
• Monitoring and ensuring that confirmed sales orders are shipped on time, providing shipping pre-alerts to customers.

Customer Master Data and Material Management:

• Requesting and submitting new customer numbers through the master data governance tool (SAP Business Client 7.70).
• Coordinating new material number releases and raising Engineering Change Requests (ECR) for new or changed customer and packing checklists, and updating customer part numbers on labels.

Regulatory Compliance and Ad-Hoc Tasks:

• Participating in local site and HET global initiatives such as IATF and ISO certifications, and HET commercial excellence initiatives.
• Taking up ad-hoc tasks as required by the supervisor.

Job Requirements:

• Minimum diploma in any field.
• At least 5 years of customer service and SAP experience.
• Knowledge of SAP Order-To-Cash (OTC) process.
• Knowledge of sales and pricing processes.
• Knowledge of logistics and supply chain processes.
• Effective team collaboration with other functions.
• Ability to adapt to a fast-paced environment.