Key Responsibilities:
- Respond to customer inquiries: Manage incoming customer requests for quotations (RFQs), promptly and accurately providing information on products, services, and pricing.
- Manage quotations process: Collaborate with internal teams such as application engineering, and sales to ensure On-time submission of accurate and competitive quotations for customers.
- Follow up on quotations: Proactively follow up with customers after sending quotations to address any questions, concerns, or feedback, and to increase the chances of securing the order.
- Update RFQ hit rate report: Track, update and publish weekly RFQ hit rate report, which monitors the number of quotations provided, the number of orders received, and the overall success rate of the quotation process. Identify areas for improvement and recommend actions to enhance the hit rate.
- Process customer purchase orders: Receive and review customer purchase orders for accuracy and completeness. Confirm pricing, delivery terms, and other relevant information. Enter orders into the company's order management system and coordinate with production and shipping departments to ensure timely order fulfilment.
- Invoicing: Prepare and send invoices to customers for completed orders, ensuring accuracy and timeliness. Work closely with the finance department to resolve any discrepancies or issues related to invoicing.
- Maintain customer relationships: Act as a point of contact for customers, addressing any questions or concerns that may arise throughout the order process. Foster strong relationships with customers by providing exceptional service and support.
- Coordinate with internal teams: Collaborate with various departments to ensure a seamless experience for customers and the successful execution of orders. Communicate customer requirements and expectations to relevant internal teams.
- Continuous improvement: Regularly review RFQ processes and procedures to identify opportunities for improvement.
Requirements:
- Diploma in Engineering, Business or equivalent qualification in Customer Service.
- 2+ years of experience in customer service, preferably within the machining and fabrication industry.
- Strong understanding of machining and fabrication processes, materials, and terminology.
- Excellent communication and interpersonal skills.
- Proficiency in Microsoft Office, especially Excel, and experience with order management systems.
- Detail-oriented and highly organized, with the ability to multitask and manage competing priorities.
- Strong problem-solving and negotiation skills.
- A commitment to delivering exceptional customer service and fostering strong customer relationships.
- Ability to work collaboratively with internal teams and adapt to a fast-paced environment.
