Customer Support Specialist

3 weeks ago

Singapore Advanced Energy Full time

Overview

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The Advanced Energy Customer Support Representative is a key member of our team, serving as the primary point of contact for customers. This role requires exceptional communication skills, a customer-centric mindset, and the ability to navigate complex issues.

Job Description

We are seeking an experienced Customer Support Representative to join our team. As a representative of Advanced Energy, you will interact daily with customers via phone, email, and web, providing accurate and prompt resolutions to customer issues. Your strong organizational skills and attention to detail will enable you to effectively manage competing priorities and conflicts in a demanding environment.

Responsibilities

  1. Takes responsibility for fully supporting customers from quote to invoice process.
  2. Coordinates frequently with local and remote teams to navigate the path to resolution of customer issues.
  3. Uses SAP to provide and update delivery schedules, repair quotations, and reporting status to customers.
  4. Invoices and keeps accurate records.
  5. Independent judgment prioritizes and expedites units, examining warranty claims to produce better quality and speedy turnaround of customer requests.
  6. Sales Order Entry – Power, Spare Parts, & SFDC: Order Entry process (SAP).
  7. Service Order Administration – Power & SFDC: Service process (SAP).
  8. Routine reporting functions: sales open order report, RMA backlog, service reports, and revenue reports.
  9. Maintains constant communications with customers and responds to both internal and external customer needs.
  10. Executes proper processes for DEMO/EVAL units, including record, ship, return, and report on these units.
  11. Clerical tasks such as filing tax forms and customer purchase orders on SharePoint site and pulling data for audit purposes.
  12. Receives and completes requests from customers to ensure customer satisfaction.
  13. Works with efficiency and effectiveness to handle multiple, time-sensitive tasks and meet expectations on metrics.
  14. Works closely with Export Compliance Department on foreign trade transactions to ensure compliance with government exporting regulations.
  15. Works as a member of the team by assisting and supporting each member.
  16. Accomplishes daily tasks reliably and accurately.
  17. Strives for improved functional proficiency, identifying improvement opportunities within the group and works to remedy them.
  18. Occasional travel for training or customer meetings, approximately 10%.
  19. Other duties and projects assigned as needed.

Qualifications

  • Degree in Business Administration or equivalent.
  • At least 3 years in a customer-centric, time-sensitive environment.
  • Experience in a customer-centric, time-sensitive environment with ability to manage moderately complex customer situations and issues.
  • Previous experience with customer interface including order entry processes, delivery commitments, and follow-on communications preferred.
  • Experience with CRM and/or business operating systems such as SAP, Salesforce.com, or equivalent preferred.
  • Some technical education or experience in the electronics field preferred.
  • Ability to communicate verbally and in writing in an effective, positive, and professional manner with internal and external customers.
  • Ability to comprehend, relate, and follow technical product and complex functional/process specifications.
  • Effective organizational skills and strong attention to detail.
  • Ability to manage and follow-up on competing priorities, conflicts, and problems in a demanding, time-sensitive, customer-centric environment.
  • Strong computer skills in Microsoft Office (Word, Excel, Outlook), data management, business systems, and planning software (SAP preferred).
  • Must bring a positive and professional attitude with the ability to manage conflicts.
  • Possess a drive to learn more, increase productivity, and provide excellent customer experiences.
  • Must have time management skills to work effectively in an organized fashion and provide internal and external customers with prompt follow-up.

Estimated Salary

$60,000 - $80,000 per year, based on location and experience.

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