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Customer Service Executive

4 months ago

Singapore EAST LIGHT PTE. LTD. Full time

Job Description:

(A) Order Fulfilment

Order Processing

1) Handle Purchase Orders from customers.

2) Ensure pricing, quantity, part numbers, version, currency, shipping details are accurate & correct

as per Quotations, Quantity Contracts, Purchase Orders.

3) Alert/Clarify with Salesperson-in-Charge of discrepancy, if any.

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 to ensure timely delivery to customers.

3) Track delivery status & understand reasons for delay, if any.

4) Notify customers of delay & work with Planning team to meet customer's requests.

5) Liaise with Salesperson-in-Charge on any special, urgent, late, pull-in or push-out delivery.

6) Reflect new shipment date in Business Central system.

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).

(B) 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 with Product Management team on missing, incomplete, or in-principal approval.

3) Clarify/confirm with Product Management team on below targeted Gross Profit Margin.

4) Enter RFQ in system and seek approval.

(C) Others

Customer Service Mailbox

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

Sales & Delivery Reports

1) Prepare Sales Revenue Report every Monday including the last 5 days of each month to track

sales targets.

2) Generate Delivery Monitor Report every Monday.

Sales Forecast

1) Participate in trending of active regular parts.

2) Support Sales in forecasting of firm orders.

3) Rolling monthly/quarterly sales forecast review.

4) Monthly review/updates, where applicable.

e-Invoicing

1) Check Airway Bill # on Delivery Order.

2) Check Delivery Order # versus Invoice #.

3) Send shipping documents to customers as per their instructions, e.g. specific recipients to receive

specific documents, bill items +tooling costs, etc.

4) Corrective actions for rejected parts, e.g. raise Credit Note, re-enter parts in Sales Order, send

relevant documents to customers.

Record Keeping

1) It is very important to maintain original documents for reference/action and audit purposes. eFile

sources in shared drives include:

  • 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) Meetings with customers, as and when needed.

4) Other duties when assigned.

Job Requirements

EXPERIENCE & SKILLS:
Excellent verbal and written communication skills to interact with customers, address

concerns and convey information effectively and succinctly.

Prior experience in a customer service role, primarily in a manufacturing setting, will be an

asset

Technical proficiency in using any Enterprise Resource Planning (ERP) system to fulfil

customer orders/requests and spreadsheets for data analysis.

Time management in prioritising tasks and orders simultaneously and multi-task while

maintaining efficiency.

Collaborate/work closely with other departments to ensure timely delivery, quality assurance

and that customers' needs are met.

Adapt to changing circumstances when faced with varying customers' demands and

challenges.

Problem-Solving skills to understand and resolve customers' feedback/complaints and

demonstrate the ability to turn negative experiences into positive ones.

QUALIFICATIONS:
A recognised Degree or Diploma in Business Administration or its equivalent.

Familiar with eMail, PDF writer, Microsoft Office Suite, Microsoft Teams, snipping tools, etc.

Proficient in written/spoken English and Chinese languages.

KEY COMPETENCIES:
(Core & Behavioural)

An eye for detail.

Analytical and inquisitive mind.

Active listening.

Able to multi-task and prioritise work.

Teamwork and relationships building.

Cheerful disposition with positive work attitude.

Keen to learn and grow with the company.

OTHER REQUIREMENTS:
Business trips to WEO sites, e.g. Malaysia, China, Taiwan, if required.

Possess Class 3 driving license advantageous.