Lead Customer Service Representative
Singapore - Marsiling Update time: May 31,2020
Job Description
Job Description:
- Execute and manage order processing transactions accurately, in a timely manner from order entry to delivery commitment to customers.
- Co-ordinate within internal functions and customers to manage and execute customers’ requests for quotations accurately and in a timely manner.
- Responds effectively and efficiently to customers inquiries, ranging from orders, product availability, pricing, shipment arrangement, billing and other forms of documentation (e.g. proof of delivery, etc…).
- Handle all customer enquiries (quotations, orders, after-sales issues, etc) and engage with relevant stakeholders to resolve issue in a timely manner.
- Account & backlogs management, proactively communicate changes/delays and suggest alternative option whenever possible to mitigate escalation due to shipping delays.
- Prompt coordination with logistics team for timely pick up & delivery.
- Liaise with manufacturing facilities & 3rd party vendors in USA, Europe, APAC.
- Work with Finance on AR, AP issues & follow up when needed.
- Drive and participate in order and customer management process improvement when needed.
- Prepare, attend and participate actively in routine customers’ meetings and conference calls
- Responsible to meet all operational KPI and SLA.
- Ensure all documentation and order processes are in line with corporate guidelines and compliance.
- Reports preparation on regular basis.
- Work closely with Sales to monitor and manage customers’ orders for timely revenue recognition.
- Manage large customers’ account for SG/SEA/TW
- Work with internal processing team to manage customers’ orders and transactions for complete quote to cash flow
- Perform other duties/projects as assigned.
Requirements:
- Bachelor Degree or Diploma in Logistics/Supply Chain or relevant
- Candidate must be service oriented, able to work under pressure with excellent phone, email etiquette skills and able to handle difficult customers.
- Very good experience in Oracle E1, SAP & MS Office
- Knowledge in shipping and freight management
- Good communications skills
- Key Account Management skills will be an added advantage
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