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Customer Solutions Support

2 weeks ago

Singapore QUANTUMCLEAN TECHNOLOGIES (S) PTE. LTD. Full time

**Job Summary**

The Customer Solutions Support is responsible for providing consistent and effective resolution of customer contacts with a full range of customer requests, inquiries, and complaints as well as supporting a combination of project work and administrative duties that facilitate customer needs and requirements.

**Essential Duties and Responsibilities**:

- Provide daily management of customer service to ensure that a professional interactive relationship is developed and maintained.
- Ensure proactive steps are taken to optimize parts tracking system, maintain target inventory and meet other metric goals.
- 24 helpdesk contact point for all customer related issues /escalations.
- Remain knowledgeable about all Process stations and production schedules to support sales operation efforts.
- Monitor accuracy of reporting and data base update for real time production and shipment schedule, analyze relevant data to determine customer service outputs.
- Coordinate with Sales, Production and Logistics for parts turnaround availability and shipment dates
- Schedule and coordinate customer and production schedules to complete Customer’s parts delivery.
- Resolve parts or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Able to provide root cause analysis to prevent future occurrence of any and all issues.
- Works as a liaison with various departments within QCT, including but not limited to, Production, Quality, Engineering, Logistics, Order Processing, and Sales/CS to resolve order issues and/or damaged parts action requests.
- Daily update customer E-COA and logbook, IQA, OQA into system.

**Educational/Certification Requirement**:
Diploma in Engineering or equivalent

**Experience Requirement**:

- More than 4 years of job-related customer service experience
- Attention to details and follow-up to successful closure
- Must be able to multi-task and able to handle all stakeholders’ needs
- Good communication skill
- **Customer Focus**:

- Dedicated to meeting the expectations and requirements of internal and external customer
- **Problem Solving**:

- Ability to solve a broad range of complex problems
- **Time Management**:

- Well-developed planning and organizational skills including the ability to work independently, prioritize activities, meet commitments, and proactively manage time and generally manage travel and a challenging workload
- **Communication**:

- Demonstrates clear and concise oral and written skills, can tailor communication to all audiences and able to communicate succinctly and can get messages across that have the desired effect
- **Teamwork**:

- Must work effectively within teams and within diverse work groups
- **Technical Expertise**:

- Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.