Customer Service Executive

Job description:

1. Knowledgeable in Metal suppliers (who and where they are), also to know equivalent metal properties for recommendation and able to negotiate for strategic partnership on support and pricing

2. It is timely to get purchasing Dept quotes to meet PO and production requirements.

3. Respond promptly to customer inquiries via phone, email, chat, or social media platforms within 48 hours.

4. Provide accurate and helpful information regarding products, services, pricing, and policies consulting with Sales team.

5. Assist customers with placing orders, processing payments, and tracking order status.

6. Check packaging availability before committing to ship to customers

7. Pay notice on frequent changes shipment, payment delays and raw materials re-adjustment qty if any.

8. Coordinate with internal teams, including sales and logistics, to ensure timely order fulfilment.

9. Address customer concerns, complaints, and service issues in a professional and empathetic manner.

10. Investigate problems, escalate complex issues as needed, and follow up to ensure resolution.

11. Develop a deep understanding of company products, features, and benefits to effectively assist customers.

12. Educate customers on product usage, troubleshooting techniques, and maintenance procedures.

13. Collect and document customer feedback, suggestions, and complaints.

14. Analyze feedback trends and collaborate with internal teams to implement improvements.

15. Identify opportunities to recommend additional products or services based on customer needs and preferences and top up required volume considering raw material MOQ kgs equivalent in finished goods in pcs.

16. Promote special offers, discounts, and loyalty programs to enhance customer value.

17. Maintain accurate records of customer interactions, transactions, and order details in the Customer Relation Management CRM system.

18. Generate reports and analyze data to track customer satisfaction metrics and performance trends.

19. Identify inefficiencies or areas for improvement in customer service processes and procedures.

20. Propose and implement solutions to streamline workflows and enhance the customer experience.

21. Collaborate with cross-functional teams, including sales, marketing, and operations, to address customer needs and achieve business objectives.

22. Share insights, best practices, and customer feedback to improve overall service quality.

23. Raise the Purchase Request form & Justification form for the material need when received customer PO.

24. Raise Sample Request Form (SRF) For New Tool/Tool Modification/Prototype.

25. Coordinate any Raw material required for SRF

26. Receive Customers’ POS through email/fax or download from EDI /Check Selling Price in Order.

27. Perform Consignment billing issue /return.

28. Review Raw Materials Replenishment & promptly raise Purchase Requisition to Procurement Executive.

29. Liaise with Planners for Delivery Schedules & Promptly pre-alert and provide recovery schedules to customers.

30. Timely provide PO acknowledgement & delivery schedule to Customers.

31. Update Delivery schedules into SAP promptly and accurately.

32. Create Return Material Authorization (RMA) return order /follow up unblock /any replacement required.

33. Follow up monthly forecast from customers and update for below planning: -

34. Quarterly Review Estimate, QRE – sales revenue projections update monthly with customers forecast

35. Raw material replenishment (customers’ liability & buffer stock agreement).

36. Plant capacity review -> provide to planning group.

37. Review actual vs forecast & follow up action for huge disparity and stay to our commitment not to push out

38. Ad-hoc duties by superior or management.

    Requirements:

    1. Minimum Diploma qualification in any principal.
    2. Minimum 2 years in customer service, preferably in manufacturing environment.
    3. Basic understanding in ERP/MRP, preferably with SAP knowledge.