Customer Success Representative

4 days ago

Singapore LAIRD TECHNOLOGIES (SEA) PTE LTD Full time

Overview
The Customer Success Representative plays a crucial role in ensuring that clients achieve their goals and obtain maximum value from the company’s products and services, while fostering strong relationships and enhancing customer satisfaction.
Responsibilities
Receive and process quotes and order changes for assigned customers within turnaround parameters and as reviewed by senior level Customer Success Representatives; provide customers with pricing and delivery information based on company procedures and policies.
Work with Sales, Product Management, and Production to track existing orders to ensure on-time deliveries and resolve late orders in advance of due dates.
Communicate shortages and engage Laird global site to resolve delays daily. Assist with expedites and coordinate deliveries with Laird Sites and Customers.
Confer with internal and external customers to resolve problems with orders, deliveries, quotations, quality, and forecasts.
Utilize Customer Complaint database and follow through to closure.
Respond at a novice to intermediate level to customer questions about products, prices, and availability.
Assist with creation and processing of basic quotes and quote requests from customers, Sales, Technical Support Engineers, and Field Application Engineers using existing pricing.
Obtain customer forecasts, complete Excel templates and coordinate with the Demand Analyst.
Assist with compiling requested documentation including Supplier Surveys, RoHS, Conflict Minerals, HTS Codes, new customer setup, and order-related documents.
Complete customer scorecards and address areas of improvement with sales and the manufacturing site.
Manage B2B portals as required by customer.
Manage customer data in CRM.
Adhere to quality and safety systems or maintain quality and safety standards.
Perform other duties as assigned or necessary to meet changing business conditions.
Requirements
Bachelor’s degree or above, with major in business administration, supply chain, or a related field.
Minimum 5 years of experience in customer service, sales support, logistics, etc.
Knowledge of Windows applications with strong skills in Excel and PowerPoint.
Strong aptitude to serve customer’s needs.
Ability to handle multiple tasks simultaneously in an efficient, organized, and decisive manner.
Strong interpersonal skills, including the ability to communicate on all levels within internal and external groups.
Ability to work well with others and to work efficiently and accurately in a team-based environment.
Excellent communication skills, both written and oral.
Experience in ERP/MRP a plus.
Knowledge of Salesforce or similar CRM a plus.
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