Sales Operations and Customer Service Specialist

1 week ago

Singapore TELISTAR SOLUTIONS PTE. LTD. Full time
About the Role

We are seeking a highly motivated Sales Operations and Customer Service Specialist to join our team at TELISTAR SOLUTIONS PTE. LTD.

Job Summary

  • This is a permanent role located in Toa Payoh.
Key ResponsibilitiesCall and Service Activity Management

The ideal candidate will be responsible for answering customer calls, registering them in the service management system, and ensuring compliance with quality requirements.

  • Answer customer calls and register them in the service management system following the call management process and quality compliance requirements.
  • Determine the routing of the customer call depending on the customer's request and contract obligations.
  • Create service work orders if necessary.
  • Assign and dispatch Field Services Engineers (FSE's) to assign service orders based on the advice of the FSE with helpdesk / response center duty or the Team Lead Field Services (or Service Delivery Manager) in the district.
  • Order spare parts if required and dispatch to FSEs/ customers.
  • Plan & coordinate the Preventive Maintenance schedule with customers & FSE. Escalate to CS Delivery Manager for non-compliance.
  • Inform Customers about the status of their call and make detailed appointments.
  • Manage the progress of the customer call and escalate if service levels are in danger.
Quotation and Order Process Management

The successful candidate will also prepare service opportunities in SFDC, prepare services and spare parts quotations to customers, and manage DMR/billings and corresponding work orders.

  • Prepare service opportunities in SFDC.
  • Prepare services and spare parts quotations to customer following the Quotation Process.
  • Get T&M and service quotes approved by District Operations Manager, Team Lead or Account Manager CS.
  • Send the approved T&M quote to the customer.
  • Follow up with customers on open quotations.
  • Process Customer Purchase Orders for services and spare parts.
  • Manage DMR / billings and the closing of corresponding work orders.
Logistics Support

In addition, the Sales Operations and Customer Service Specialist will follow up on delivery status of ordered spare parts, identify delivery issues, and take corrective actions timely by working closely together with suppliers and physical distribution to resolve the issues.

  • Follow up delivery status of ordered spare parts. Identify delivery issues and take corrective actions timely by working closely together with suppliers and physical distribution to resolve the issues.
  • Coordinate inbound/outbound delivery of parts, and local shipment to customer site.
  • Coordinate warehouse activities (if applicable).
  • Follow up hold procedure in case of hazard situations.
  • Report Defective on Arrival (DEFOA) following DEFOA process.
  • Comply with export control regulation.
Requirements

To succeed in this role, you should have experience in Sales Operations or Customer Services, be proactive with good communication skills, and fluent in English both verbally and written, as well as the local language.

  • Experience in Sales Operations or Customer Services.
  • Proactive and with good communication skills.
  • Fluent in English, verbal and written in addition to local language.
  • Knowledge of Microsoft office tools (especially Excel & Word) required. Knowledge of ServiceMax and SAP is a plus.
Estimated Salary: SGD 40,000 - SGD 60,000 per annum

Benefits and Other Information

Please note that the estimated salary range is based on industry standards and may vary depending on qualifications and experience.

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