JOB PURPOSE
The Customer Service Specialist is focused primarily on ensuring that all sales support and service activities are well-coordinated and completed within prescribed process guidelines in support of the sale branches. The role includes embarking on program initiatives targeted at meeting the demands / requirements of our customers, thus satisfying their needs.
PRINCIPAL ACCOUNTABILITIES
- Effective day to day customer service operation to support the pre and post shipment requirements of the sales branches.
- Customer backlog management with aim of maintaining backlog integrity through systematically reviewing and addressing all backlog issues encountered on a daily basis.
- Customer Service Specialist will be allocated into a specialist team and rotate through the specialist function as deemed necessary.
JOB DESCRIPTION
- Weekly management of the Customer backorder report with a turnaround time of 48 – 72 hours for a complete review.
- Work and assist the Sales team in managing their Customer pre & post shipment.
- Support and drive the requirements generated by Customer Bond Constraint Report related to fulfillment of bonded parts in their BIM program.(If applicable)
- Escalate all their issues or challenges in fulfilling their assigned task to management in the most appropriate timeline to seek guidance on resolution.
- Manage customer’s portal update and customized report if required.
- Update customer production change requirement to optimize inventory planning.
- Elevate any potential delivery shortfall to respective sales personnel for awareness and communication.
REQUIREMENTS
- At least a Nitec or Diploma qualification in a relevant field of study.
- At least 2 years of working experience, relevant industry experience is advantageous but not a must.
- Candidates without experience are welcome to apply.
COMPETENCIES
- Accurate data entry skills
- Proficiency in Microsoft Office Applications – especially in Excel
- Basic knowledge and understanding of transportation modes (air and ocean)
