Customer Service Executive

Roles & Responsibilities

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.

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

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

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

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

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.

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.

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.

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)

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

1) Manage Customer Service mailbox daily for action / follow-up items

It is very important to maintain original documents for reference / action and audit purposes. eFile sources in shared drives include :

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.

Tell employers what skills you have

Factory

Microsoft Office

Microsoft Excel

Interpersonal Skills

ERP

Purchasing

Drawing

Invoicing

Administration

Freight

Communication Skills

Customer Satisfaction

Team Player

Customer Service

Pricing

Shipping