Senior Customer Service Rep

ARISTOS SEARCH LLP; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

ARISTOS SEARCH LLP is seeking an Account Analyst (Customer Service) in Singapore to maintain post-sale relationships with existing clients and represent customer perspectives to drive issue resolution. You will work within the Sales organization to ensure timely responses and accurate pricing across RFQ and customer portals.

The role requires 5+ years in in-house sales or customer service, with semiconductor experience, and strong Excel and communication skills.

Qualifications

• Bachelor's degree in Business or Management or related field is required.
• Minimum 5 years of experience in in-house sales, customer service or planning functions.
• Experience in the semiconductor industry is a must.
• Strong attention to detail and excellent communication skills.

Responsibilities

• Respond to customer inquiries by phone and email; act as primary contact for day-to-day communication.
• Provide engineering build quotes to customers via RFQ system and coordinate with cross-functional teams.
• Maintain mass production pricing, set up new device quotes, and update customer portals.
• Collaborate with billing to resolve pricing discrepancies and revise POs as needed.
• Generate materials reports and educate customers on liabilities; assist with payment resolutions.
• Review customer forecasts and commitments; prepare monthly capacity statements to drive revenue.
• Coordinate QBR data with factories and present KPI data (shipment, on-time delivery) to customers.
• Follow up on escalations related to loading and shipments.

Skills

Customer Service

Analytical Thinking

Problem Solving

Communication Skills

MS Excel

Education

Bachelor's degree in Business or Management

Tools

RFQ system

Microsoft Excel

Job description

Account Analyst (Customer Service)

Reports to : Director, Customer Service

Overall Job Objectives

Maintain post-sale contacts and relationships with existing clients to foster positive, productive, long-term partnerships. Communicate with customers on account-related issues and represent the voice of the customer to drive issue resolution. This role sits within the Sales organization.

Core Responsibilities

• Respond to all customer phone calls, emails, etc. Serve as primary contact for day to day communication with customers.
• Provide engineering build quotes to customer through RFQ system and work closely with various functional teams.
• Responsible for all Mass Production Pricing Maintenance duties, including handling pricing issues, new device set up, updating master quote and customer portal.
• Work with billing team to identify and resolve pricing mismatches, contacting factories to seek clarification as needed. Work with customers to resolve and revise PO’s as needed and resolve payment issues.
• Generate Materials report to customers to drive for material disposition. Set up conference call to educate customers on liabilities. Collect additional data as needed and work with customers to get payment issues resolved.
• Review Customer Forecast and Commits (review weekly and provide monthly capacity statement) and drive for high revenue attainment.
• QBR preparation – liase with respective factories for KPI data (shipment , on-time delivery ) to present to Customer
• Follow through on customer’s escalation, e.g. loading and shipment.

Job Specifications

• Degree in any discipline preferably in Business or Management.
• Minimum of 5 years of relevant working experience in in-house sales, customer service or planning functions.
• Experience in the semiconductor industry is a must.
• Meticulous, with strong attention to detail.
• Strong analytical, problem solving and organizational skills.
• Able to prioritise and multi-task in a dynamic work environment.
• Able to work both independently and collaboratively with customers and global cross-functional teams within the organization.
• Possess excellent communication skills.
• Strong proficiency in Microsoft Office, particularly Microsoft Excel.
• Able to adapt to change with a strong customer-satisfaction-oriented mindset.
• Cheerful and energetic personality.
• Willing to travel occasionally based on business needs.