Customer Service Agent Ii

4 days ago

Jurong East, Singapore Ecolab Full time

The role of the Customer Service Agent is to support the Business Operations of the Bioquell range of products and services within the Ecolab Life Sciences Division. This position involves a variety of responsibilities, including preparing quotations for goods and services, processing orders for spares and service kits, managing assets and other master data, and ensuring parts and tools are ordered and shipped for the required work. The Customer Service Agent will also be responsible for scheduling engineers, closing off cases when work is complete, and raising debit memo requests to charge customers for completed work.

Specifically, the role will cover:

- Preparation of quotations for goods and services (other than capital units)
- Order processing for spares and service kits
- All admin associated with our decontamination and field services
- Liaising with the UK factory on logistics etc
- Identifying and capitalizing on new service sales opportunities with our existing customers by meticulously analyzing their equipment usage patterns and calibration schedules.

Dynamics Field Service Management
- Management of assets and other master data
- Entering of cases for work required by customer
- Ensuring parts and tools are ordered and shipped for the work
- Scheduling engineers for work
- Closing off cases when work is complete
- Raising debit memo requests to charge customers for work completed

Non-conformance reporting
- Log all NCRs and track the progress of the issue to keep the customer updated with the situation at regular intervals, providing final responses and reports to show their NCR has been resolved.
- Work with the UK Customer Service and Technical teams to ensure NCRs are resolved within KPI timescales.

Other typical duties include:

- Purchase requisitions
- Adhering to the team key performance indicator goals and ensuring they are met
- Provide feedback on processes to drive continuous improvement.

**_ Essential skills / requirements: _**
- Previous experience in the Pharmaceutical or Healthcare industry, or with an equipment manufacturer, is highly advantageous.
- Excellent Customer service and communication skills
- Evidence of goal achievement under time pressure
- Ability pay attention to detail across multiple work streams
- Ability to negotiate with customers and colleagues to meet delivery time scales and manage expectations
- Tenacity and positivity are a must
- Fully competent on Excel and Word

**Our Commitment to Diversity and Inclusion**

Ecolab is committed to fair and equal treatment of associates and applicants and furthering the principles of Equal Opportunity to Employment. Our goal is to fully utilize minority, female, and disabled individuals at all levels of the workforce. We will recruit, hire, promote, transfer and provide opportunities for advancement based on individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, Ecolab will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, or disability.

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