Purpose of Job
Customer Service is within the Front Office function of attending to each customer's needs/queries in entirety, fulfilling their orders, generating reports, monitoring sales targets, ensuring on time delivery of quality goods to meet demands and ultimately to impress and retain customers.
[A] Order Fulfilment
* Order Processing:
1) Manage customers' Purchase Orders & its confirmation
2) Ensure pricing, quantity, part numbers, version, currency, shipping details in Purchase Orders are accurate & correct as per Quotations, Quantity Contracts, drawings
3) Highlight any discrepancy to Salesperson-in-Charge
4) Follow First Article/Series workflow, where applicable
5) Process orders in Business Central & alert Planning/Procurement.
* Lead Time:
1) Get delivery information & acknowledge Purchase Orders to customers
2) Attend On-Time-Delivery weekly meetings
3) Track delivery status, get reasons for delay & recovery date
4) Notify customers & communicate internally
5) Liaise with Salesperson-in-Charge on any special, urgent, late, pull-in or push-out delivery
6) Liaise with Logistics on shipments, where necessary
* Drop/Direct Shipment:
1) Send Direct Shipment Notice to factory for urgent delivery, if any
2) Liaise with Logistics & Finance for Airway Bill, Delivery Order, Invoice (or Pro Forma Invoice)
3) Email shipping documents to customers
* e-Invoicing:
1) Check Airway Bill # on Delivery Order
2) Check Delivery Order versus Invoice
3) Send shipping documents to customers per their instructions, e.g. bill items +tooling, different recipients for different documents, etc. Refer to Shipping Instructions file in shared drive
4) Some customers receive e-Invoices once document is generated & posted by Finance
5) Corrective actions, e.g. raise Credit Note, re-enter line items in Sales Orders, re-send documents to customers
[B] Administration
* Sales Forecast vs Actuals:
1) Participate in trending of active regular parts
2) Support Sales in forecasting of firm orders & new/renew Quantity Contracts, General Agreements
3) Rolling monthly/quarterly sales forecast review
4) Monthly review/updates, where applicable
* Meetings:
1) Attend external virtual meetings with Salesperson-in-Charge, Quality Assurance colleagues & customers
2) Attend internal & any impromptu meetings, e.g. On-Time Delivery, Sales Analysis, MPS, etc.
* Reporting:
1) Prepare weekly Sales Revenue Report including the last 3 days of each month
2) Prepare & send weekly Open Sales Delivery Report to Sales Team
3) Update customer-specific Delivery Status Report weekly/fortnightly, e.g. Open Order Report, etc.
* Standard Operating Instructions (SOP):
1) Adhere to required SOPs, where applicable, e.g. Create New Customer, etc.
2) Ensure form filing for defence-related customers, e.g. Product Categorisation Form, End-User Statement, etc.
* Special Requests:
1) Handle bill/remittance for advance payment
2) Customise billing and/or delivery instructions
3) Any partial shipment instructions
4) Update customer's requirements file shared with Finance & Logistics
[C] Request For Quotation (RFQ)
* Process in Business Central System:
1) Check details in RFQ spreadsheet to ensure completeness prior to entering in Business Central
2) Clarify on missing, incomplete, or in-principal approval
3) Clarify/confirm on below targeted Gross Profit Margin
4) Enter RFQ in system and seek approval
5) Email approved RFQ in PDF format to Product Management & Sales teams
[D] Others
* Customer Service Mailbox:
1) Manage Customer Service mailbox daily for action/follow-up items
* Record Keeping:
It is very important to maintain original documents for reference/action and audit purposes. eFile sources in shared drives include:
- Purchase Orders, Contracts, etc. in \\Sales\@PO From Customer\ folder
- Direct Shipment Notices, etc. in \\Sales\Direct Shipment\ folder
- Sales Revenue Reports in \\General\Weekly Sales Report\ folder
* Ad-hoc:
1) Create/Update Customer Profile in system
2) Raise Change Request Form for Credit Note to customers, if required
3) Feedback & share concerns/improvements pertaining to customer service-related workflow or processes
4) Other duties when assigned
Qualifications
Ø A recognised Degree or Diploma in Business Administration or its equivalent.
Ø Intermediate or advanced user of Microsoft Excel application.
Ø Familiar with eMail, PDF writer, Microsoft Office Suite, Microsoft Teams, snipping tools, etc.
Ø Proficient in written/spoken English and Chinese languages for communicating with clients from Asia, Europe, and USA.
Skills
Ø An eye for detail.
Ø Analytical and inquisitive mind.
Ø Active listening skills.
Ø Able to multi-task and prioritise work.
Ø Teamwork and relationships building.
Ø Cheerful disposition with positive work attitude.
Ø Keen to learn and grow with the company.
Other Requirements
Ø Business trips to WEO sites, e.g. Malaysia, China, Taiwan, if required.
