Customer Experience Executive

3 days ago

Singapore THALES DIS (SINGAPORE) PTE. LTD. Full time
Roles & Responsibilities

Responsibilities:

  • Develop close and confident relationship with Customers to satisfy their needs
  • Manage communication and relation with the Customer
  • Take total ownership on Customers' Purchase Orders (PO) from their date of receipt to their delivery and invoicing
  • Co-ordinate the order/service treatment with appropriate Account Managers, Technical Consultants, Sales Operations, Order Administrators, Planning department, PSC and Logistics
  • Share customer knowledge to all relevant internal stakeholders
  • Is responsible for Customers' satisfaction and Service Excellence in terms of order treatment & follow-up from Customers' point of view
  • Supporting customers in the region

Main Activities:

  • Act as main interface for Customer and Sales, TC and PSC stakeholders
  • Manage post sales activity for Personalisation Services, including Allynis Added Services
  • Relay information to/from customers versus PSC (data receipt, card pulls, personalized card dispatch, change requests, collaterals deliveries, etc.)
  • Report to customer the agreed reports
  • Contribute to change request process, pull process according to PSC organization
  • Contribute or manage stock for the various types of contracts. Liaise supply of collaterals with/for customers depending on contract requirements, make sure customer orders in time and ensure the needed stationery is available on time
  • Attend customer meetings, assist customer when visiting Thales DIS facilities
  • In charge of the customers' complaints registration in corporate tool (I-Care), follow up and closure
  • Follow up new projects with right PSC stakeholders until the delivery and invoicing in a proactive mode
  • Ensure billing consistency, contribute to the billing forecast exercise and its achievement
  • Contribute to new project costing and commercial proposals in line with the Allynis Added Services Catalogue set up by the marketing team. Liaise with internal stakeholders (Marketing, NPI, TC, Sales)
  • Contribute to contract review with Sales, especially on added services, to secure billing of all services included in the contract
  • Any additional task/s assigned by supervisor, if deemed necessary.

Card Order Management:

  • Ensuring all orders processed with valid customer order or proper management approvals.
  • Monitoring all orders progress and update the relevant parties.
  • Coordinating amongst factory, sales, sales support, technical, field marketing and customers for all issues related to the orders to ensure order is being smoothly processed and avoid quality issues.
  • Taking charge of any local delivery arrangement & custom clearance for both import and export if necessary.
  • Preparing for all documents and for imports and exports.
  • Preparing weekly and monthly revenue report

Requirements:

  • Good communication skills as you are required to work with internal and external stakeholders in meeting their needs
  • System Tools : IT Literate (Microsoft Office Suites)
  • ERP knowledge is a plus
  • Customer oriented and proactiveness to follow through requests
  • Good organization skills
  • Team player
  • Good at interpersonal-& intercultural communication
  • International sales administration and logistics (Payment Terms, Customs Rules etc.)
Tell employers what skills you have

Factory
Microsoft Office
Customer Experience
Treatment
ERP
Intercultural Communication
Invoicing
Administration
International Sales
Order Management System
Sales Operations
Good Communication Skills
Sales Order Management
Customer Oriented
Order Management
Team Player
Customer Service
Service Excellence
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