Customer Service Representative

Customer Service Representative Based in Singapore

Being a part of the Customer Service Organization for SEA, the position will support the team in Singapore and report to the CS Manager SEA & Australia. This will be a key member in the team and important for us to reach our Customer Service Strategy.

Main Responsibilities

• Database Management: Updating the Customer database with information like delivery address, salesman code, email ids.
• Enquiry Handling: Handling customer queries, aiming to clarify, orient and direct detected problems toward a solution.
• Quotations: Together with field sales, decide on the most appropriate solution for a customer. This can include contacting several suppliers, calculating prices, creating new products together with correct data and comparing delivery times.
• Order Management: Manage orders from the initial creation to invoicing. Including external and internal orders, credits and invoices, cancellations, and other various tasks. Searching for order information, escalation of issues and planning for future orders.
• Order Monitoring: Pro-actively reduce and prevent customer order delays with help from supporting systems like Power BI and similar solutions.
• Claim Handling: Register the claim in Seco Application (Comflow) as per information received from customer or sales engineer or application engineers.
• Returns: Prepare relevant documents and process it in the ERP system in line with the global Return Policy.
• Local Warehousing: Stock-in the product in the ERP system, Pick and Pack orders and arrange to dispatch to respective customers.
• Procurement: Send Enquiry, receive quotation and negotiate it with supplier. Release the Purchase order, follow-up and ensure timely delivery.
• CRM: Manage the CRM tasks and cases with accuracy and within the SLA.
• Actively work to increase e-commerce business.
• Manage and develop existing business in line with customer segmentation, rules and procedures.
• Provides timely responses to bring about great customer experience.

Language: English is Mandatory / Mandarin Chinese is preferred

Education Qualifications: Diploma or university degree or relevant experience in customer service.

Your Profile

You have strong social skills and serve as a motivational source for your colleagues. You have a natural way of thinking proactively to be one step ahead and drive improvements efficiently within your area. Since you're in daily contact with internal stakeholders like sales and occasionally customers it's important that you are a "voice to listen to" and bring trust and reason. You are the help our customers need to choose. With your social skills and an exceptional service mentality you create a world-class customer experience.

We see that you have skills and behaviors around:

• Customer Centricity and Team Player
• Innovative out of the box thinker, able to create insights for continuous improvement
• Embrace cultural differences, diversity, and utilization of expertise