Customer Support Specialist

7 days ago

Singapore Filtrona Full time

Filtrona is the only global, independent market leader in the design, testing and manufacturing of specialist filter solutions and related scientific services. With a head office in Singapore, Filtrona has 9 manufacturing facilities across Europe, America, and Asia, together with 2 innovation centres, an accredited laboratory and a Centre of Excellence focused on sustainability. The company has 2,000 employees serving customers across 120 countries. Our purpose is to support partners to transform and benefit from business growth; we succeed when they succeed. Our mission is to be a responsible, customer-focused innovation leader creating excellence in sustainable solutions for today and tomorrow. For more information, please visit Role and Responsibilities This is a dual role combining customer support and projects management. You will serve as the primary contact for customer requests, ensuring smooth communication between customers and the internal team. You will lead commercial and customer service projects to enhance performance, improve service delivery, and strengthen customer satisfaction. Customer Support Customer Enquiries and Request Management: Manage customer requests and route those related to orders to the Order Management (OM) team. Customer Relationship Management: Represent Filtrona in customer meetings related to service levels KPIs, e.g.: delivery, OTIF, and quality performance. Build strong relationships with customers through a deep understanding of our brand and their needs, including face-to-face meetings. Issue Resolution: Communicate customer issues (including quality concerns) and potential solutions to both the customer and internal teams, in collaboration with Internal team. Customer Reporting: Track and present KPIs with data support from Internal team. Continuous Improvement & Customer Satisfaction: Lead continuous improvement and customer satisfaction initiatives (mini-VOC). Review, develop, and implement strategies to enhance the customer experience. Monitor and analyze trends in customer feedback and behavior to identify areas for improvement. Conduct regular reviews of customer interactions to ensure quality and consistency. Customer Onboarding: Oversee the onboarding of new customers, including KYC and profile setup in system. Sales Activities / Representation: Follow up on customer orders to meet forecasts, manage order phasing with customers, and monitor purchase trends to identify churn risks and promote upselling/cross-selling. Support demand planning and sales in forecast planning and weekly sales report. Accounts Receivable & Credit Limit Management: Manage accounts receivable and credit limits, including communication of letter of credit information provided by the Order Management team. Project Performance and Management Lead and coordinate projects across commercial accounts, from planning to execution. Support cascade of project to cross functional teams Develop project charters, timelines, and milestones; arrange gate reviews, manage and/or work with cross functional team on projects and provide regular reporting to the Regional Commercial Director. Monitor and track performance against

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