Customer Support Administrator

Oxford Instruments; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

Oxford Instruments in Singapore seeks a Customer Support Administrator to support SEA customer service activities across business units, focusing on shipment logistics and SAP opportunity management.

The role involves coordinating RMAs, loaner shipments, and export/import permits, while tracking orders and maintaining accurate records in SAP. A bilingual, customer-focused professional is preferred for success in this role.

Qualifications

• 5 years’ experience in customer service.
• Experience in the instrument industry is preferred.

Responsibilities

• Supports SEA Customer Support Administration activities across all Business Units.
• Coordinate and arrange RMA, loaner export/import shipments, including permits.
• Create and maintain SAP opportunities, ensuring data accuracy and timely closure.
• Monitor RMAs and service schedules; ensure proper tracking and reporting.

Skills

Customer service

Communication

Bilingual

SAP

Logistics

Job description

Business, Location:

Service Delivery, South East Asia

Role:

Customer Support Administrator

Primary Purpose:

Support Customer Service Activities, South East Asia.

Key Responsibilities

• Supports SEA Customer Support Administration activities across all Business Units.

Shipment Logistics

• RMA, loan detector shipment, temp export/import permit application, CS orders shipment and monitor till shipment reach to consignee.
• Coordinate and arrange RMA, loaner export/import shipments, including the application for temporary export/import permits
• Coordinate customer import shipments (upgrades, spares etc.) by providing shipping invoices and packing slips for customer confirmation and seek for shipping instructions for FCA terms.
• RMA tracking (on status from exporting till repair completion and importing to consignee)
• To create and maintenance SAP opportunities, ensuring the data is accurate and up to date.
• To monitor and closing of SAP opportunities once order is received/completed or overdue on timely basis
• To follow up on open quotes for Upgrades, Billables and Service Contracts orders periodically
• To update the tracking and financial records for all Billables and Service Contracts orders
• To coordinate with the relevant departments for Supplier & Customer Account registrations, Compliance requirements and NDAs
• Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the role, which might reasonably be required

Indicative Performance Measures

• Smooth operations of SAP Service Cloud and FSM system
• Monitor and ensure RMAs and logistics are well tracked
• Monitor and ensure Service Engineers schedules are well scheduled.

Person Specification – Essential requirements unless stated

Education / Qualifications:

• 5 years’ experience in customer service
• Relevant working experience in the instrument industry.

Professional Skills/ Abilities:

• excellent communication and listening skill
• Friendly, patient affinity, strong sense of customer service
• Experience and ability for working in a bilingual working environment

Personal Qualities:

• Ownership and proactive
• Self-motivated and able to work independently