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Job Description
Customer Care Specialist is the single point of contact for the assigned Customer account for operational issues and resolutions. Key responsibilities of this role are included:
Quote and Order Management
61 Interface with Customers for Quote request or Price inquiries and approval
61 Submit quotation request for pricing team approval.
61 Sales order entry, order confirmation & expediting orders.
61 Order change and backlog price adjustment
61 On-going Backlog Management
61 Shipment release and follow up
61 Report and support past due backlog reduction
61 NPI - follow up with PM/Plant/Finance for part master and cost setup
61 Handle Sample order
61 Process RMA / Goods replacement
Customer Service
61 Handle customer enquiries & complaints. Investigate and work with other departments to resolve customer issues in a timely manner.
61 Emails/Conference calls / Customer and TE Plant Visits for critical delivery issues, expedition or projects.
61 Work out solutions on Customer’s special requirements, such as label, Customs process, packing & etc.
61 NPS/VOC/Customer Service Survey Improvement Process. Identify and work on corrective actions to recurring issues.
Customer Supply Chain Management
61 Initiate Stock Requisition for customer advance order or buffer stock.
61 Work with Planning team on capacity adjustment in order to fulfill Customer’s demands
61 Consignment Stock Management/ Customer demand forecast monitoring and accuracy analysis
61 Manage customer forecast/demand and inventory level, work with Supply Chain to fulfill customer demand.
61 Negotiate with Customer for VMI liability and deadstock compensation.
61 Resolve logistics and custom issues with relevant functions
Customer Credit and Billing Management
61 Billing attainment
61 Follow up queries with Account Receivable
61 Coordinate with Finance and Customer to solve pass due invoices issue
61 Manage customer credit status & escalate for any abnormal status
61 Apply credit release
61 Process Credit note / Debit Note
Competencies requirements:
61 Customer Focus.
61 Excellent communication skill. Able to interact with internal and external partners.
61 Problem solving skills
61 Team player with positive attitude.
61 Proactive, responsible and takes ownership of issues.
61 Able to work under pressure.
61 Self-motivated, independent and able to work with minimum supervision
61 Sense of urgency, analytical and able to multi-task under fast paced environment.