Customer Service Support Associate (1 Year Contract)

TYCO FIRE & BUILDING PRODUCTS ASIA PTE. LTD.; Southeast; On-site; SGD 30,000 - 60,000; Full time

Job summary

Ein etabliertes Unternehmen in der APAC-Region sucht einen engagierten Customer Service Support Associate. In dieser Rolle sind Sie das Bindeglied zwischen internen Teams und Kunden, um einen herausragenden Kundenservice zu gewährleisten. Sie werden aktiv Salesforce nutzen, um Bestellungen zu verwalten und Kundenanfragen zu bearbeiten. Ihre Fähigkeiten im Kundenservice werden entscheidend sein, um die Verkaufsziele zu erreichen und die Kundenzufriedenheit zu steigern. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem unterstützenden Teamumfeld arbeiten möchten, ist diese Position ideal für Sie.

Benefits

Wettbewerbsfähiges Gehalt

Umfassendes Leistungspaket

On-the-Job Training

Unterstützendes Teamumfeld

Engagement für Sicherheit

Qualifications

• Über 3 Jahre Erfahrung im Kundenservice.
• Starke Kommunikations- und Planungsfähigkeiten.

Responsibilities

• Bearbeitung von Kundenbestellungen und Kommunikation von Verzögerungen.
• Zusammenarbeit mit internen Abteilungen zur Sicherstellung eines reibungslosen Ablaufs.

Skills

Kundenservice Erfahrung

Kommunikationsfähigkeiten

Planungsfähigkeiten

Interpersonelle Fähigkeiten

Proaktive Herangehensweise

Tools

Salesforce

SAP

MS Office

Job description

What you will do:

As a Customer Service Support Associate, you will be responsible for providing an excellent customer service experience in the APAC region. The Customer Service Executive (CSE) will frequently interact with internal stakeholders such as sales and operational teams (factories) within the organization. To deliver the highest level of service, the CSE will interact directly with clients, guided by policies and procedures governed by JCI.

How you will do it:

• Acknowledge new orders and process them promptly.
• Maintain and ensure accuracy of Customer Requested Dates in the ERP system.
• Communicate any delays or extended lead times to clients immediately.
• Assist the business in achieving sales goals, including revenue targets and deadlines.
• Update forecast reports with risks and opportunities for the CS Supervisor.
• Coordinate activities with departments such as logistics, technical support, and sales.
• Arrange timely shipping with customers.
• Use Salesforce actively for communications, orders, and handling customer complaints.
• Investigate and resolve client issues efficiently.
• Manage backorders effectively to prevent overdue orders.
• Resolve backorder issues with internal and external stakeholders, notifying the CS Supervisor of difficulties proactively.
• Engage with overseas factories to ensure seamless execution.
• Escalate complaint cases appropriately in Salesforce to the QA manager, L&D department, and management.
• Monitor complaint statuses to ensure timely resolution and closure.
• Enhance customer service solutions.
• Coach team members to improve performance.
• Provide backup support to other Customer Service Executives when needed.

Performance Indicators:

• On-time delivery rate
• Backorder status reports
• Aging orders report
• Revenue forecast accuracy
• Salesforce complaint case resolution
• Effective cooperation and communication with internal and external stakeholders
• Clear role definition between functions to enable outside sales to focus more on customer engagement
• Strong focus on backorder management, monitoring, and clearing stagnant or aged orders
• Accurate registration and management of complaints, RMAs, credits, and related costs in Salesforce

What we look for:

• Over 3 years of successful Customer Service experience
• Excellent communication skills
• Passion for customer service and a professional telephone manner
• High integrity and ability to work under stress, meeting deadlines
• Strong interpersonal skills
• Good planning and prioritization abilities
• Self-motivated and independent
• Meticulous with a proactive approach
• Knowledge of import & export regulations relevant to the region
• Experience with SAP, JDE, Salesforce, and MS Office

What we offer:

• Competitive salary within an MNC environment
• Comprehensive benefits package
• On-the-job and cross-training opportunities
• Supportive and collaborative team environment
• Commitment to safety through our Zero Harm policy