Customer Service Representative

24 hours ago

Singapore UNISEARCH SERVICES PTE. LTD. Full time
Customer Service Executive

Join our team at Unisearch Services Pte. Ltd. as a Customer Service Executive, where you will play a vital role in delivering exceptional customer experiences.

Key Responsibilities:
  • Respond promptly to customer inquiries via various channels, ensuring timely resolution of issues.
  • Provide accurate and helpful information regarding products, services, pricing, and policies, consulting with the Sales team as needed.
  • Assist customers with placing orders, processing payments, and tracking order status, ensuring seamless order fulfillment.
  • Coordinate with internal teams, including sales and logistics, to ensure timely order delivery.
  • Address customer concerns, complaints, and service issues in a professional and empathetic manner, escalating complex issues as needed.
  • Develop a deep understanding of company products, features, and benefits to effectively assist customers.
  • Educate customers on product usage, troubleshooting techniques, and maintenance procedures, enhancing their overall experience.
  • Collect and document customer feedback, suggestions, and complaints, analyzing trends to implement improvements.
  • Identify opportunities to recommend additional products or services based on customer needs and preferences, driving revenue growth.
  • Promote special offers, discounts, and loyalty programs to enhance customer value, fostering long-term relationships.
  • Maintain accurate records of customer interactions, transactions, and order details in the Customer Relationship Management (CRM) system.
  • Generate reports and analyze data to track customer satisfaction metrics and performance trends, informing business decisions.
  • Identify inefficiencies or areas for improvement in customer service processes and procedures, proposing and implementing solutions to streamline workflows.
  • Collaborate with cross-functional teams, including sales, marketing, and operations, to address customer needs and achieve business objectives.
  • Share insights, best practices, and customer feedback to improve overall service quality, driving continuous improvement.
  • Raise Purchase Request forms and Justification forms for material needs, ensuring timely procurement.
  • Coordinate Raw material requirements for Sample Requests, ensuring seamless execution.
  • Receive Customers' POs via email, fax, or EDI, checking selling prices and processing orders.
  • Perform Consignment billing and returns, ensuring accurate and timely processing.
  • Review Raw Materials Replenishment and promptly raise Purchase Requisitions to the Procurement Executive.
  • Liaise with Planners for Delivery Schedules, providing recovery schedules to customers and updating Delivery schedules in SAP.
  • Timely provide PO acknowledgments and Delivery Schedules to Customers, ensuring transparency and communication.
  • Update Delivery schedules into SAP promptly and accurately, ensuring data integrity.
  • Create Return Material Authorizations (RMAs) for returns, follow-ups, and replacements, ensuring customer satisfaction.
  • Follow up on monthly forecasts from customers, updating planning for Raw material replenishment, Quarterly Review Estimates, and Plant capacity reviews.
  • Review actual vs. forecast and follow up on actions for significant disparities, ensuring commitment to delivery.
  • Perform ad-hoc duties as assigned by superiors or management, demonstrating flexibility and adaptability.
Compensation and Benefits:
  • Annual Increment
  • Performance Incentive Bonus
  • Career Progression

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