Customer Service Specialist

2 weeks ago

Tiong Bahru, Singapore TE Connectivity Full time

TE Connectivity's Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about TE’s products or services. They may promote and sell our company's products or services as well as investigate and resolve customer complaints. A key area of focus is to develop strong business relationships via TE's Extraordinary Customer Experience strategy.

**Responsibilities**:
Pre-sale:

- Point of contact for assigned customer account to address operational issues and resolutions.
- Ability to interact with customers, company sales/service to handle a variety of pre-sales and post-sales service functions.
- Responding promptly to customer inquiries and determine appropriate resources or key stakeholders to drive closures.
- Ensure customer satisfaction and provide professional customer support.

Post-sale:

- Maintains records of correspondence, identifies trends based on recurring questions or complaints.
- Order change and backlog price adjustment.
- Customer re-scheduling support
- Part creation (NPI/Obsolete/non-active)
- Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially impact revenue.
- Responds to customer inquiries to determine appropriate resources or key stakeholders to influence production and shipping schedules.
- Responds to customer all customer’s inquiries which includes RMA, TECHs, resolves production scheduling, shipping or invoicing issues.
- Handle customer enquiries and complaints. Investigate and work with internal key stakeholders to resolve issues on timely manner.
- NPS/VOC/Customer service survey improvement process. Identify and work on corrective actions to recurring issues.

Supply Chain Management:

- Initiate stock requisition for customer advance orders, buffer stock, VMI/SMI program.
- Work with materials planning on capacity or output adjustment to fulfil customer’s demand.
- Consignment stock management and customer demand forecast monitoring and accuracy analysis.
- Manage customer demand/forecast/inventory, work with supply chain to fulfil customer demand.
- Negotiate on potential customer liability and compensation.
- Resolve logistics and custom issues with relevant functions.
- Customer credit and billing management:

- Follow up queries on Account receivable.
- Co-ordinate with customer and internal stakeholders to resolve past-due/discrepancy invoices.
- Process credit note/debit note.

Others:

- Develops organization-wide initiatives to proactively inform and educate customers on company’s product, service offerings and capabilities.
- Supports Sales & Marketing initiatives on Ad-hoc basics or when required.

**Job Requirements**:

- Minimum Bachelor’s Degree or Diploma
- Minimum 5 years experiences in managing direct customers or in EMS industry dealing with Aerospace/Defense markets will be an advantage.
- Proficiency in SAP, Microsoft Office
- Independent, self-motivated individual and able to work with minimum supervision.
- Team player with positive and professional attitude
- Good customer service skillset
- Excellent communication and problem solving skills.
- Able to work under high pressure.

**Competencies**:

- Values: Integrity, Accountability, Teamwork, Innovation

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