Customer Service Specialist

For our **Linxens manufacturing site in Changi**, specialized in the manufacture of smart card connectors, we are looking for our new **Customer Service Specialist**.

**Roles and Responsibilities**:
**Order Management**
- Understand customer ordering process and behaviour
- Support sales forecast and order management
- Centralize the reply/feedback on inquiry for PO, LT and material management capacity
- Monitor and follow up with customer on orders against forecast
- Manage system related (automated) order messages and resolve these
- Treat incoming orders from Customers according to the order process definitions to ensure delivering and invoicing to the customer according to service level of agreement
- Challenge and monitor any abnormal cost of delivery in term of Transports and MOQ
- Responsible for invoice and shipping documents creation

**Customer Interface**
- Obtain, feedback, analyze, and challenge customer forecast
- Participate to establish an agreed forecast cycle with customer and monitor the execution
- Organize regular calls with customer about their forecast
- Alert and track any issues Linxens must solve in the customer relation
- Accountable for acknowledgement LT and service level request
- Help to prepare and represent Linxens in any customer visit (audits, stock control, other operational visits)

**Data Management**
- Follow up for the Sales team on orders against any material availability
- Monitor order intake, trend, and product life cycle
- Maintain demand planning system and software: Enter and modify data to ensure a good statistical forecast. Evaluate and maintain outlier demand. Monitor trends in forecast error
- Closely coordinate and communicate demand signals with supply planning
- Provide input to volume planning (latest estimates / annual process): Facilitate monthly demand review meetings

**Demand Management/Forecast**
- Responsible for forecast QRC (operational forecasts) at multiple levels of aggregation and time horizons as part of a demand planning function
- Provide forecast input to management, sales and Operations. As well incorporate it into the Demand Plan
- Continuously analyze, report, and evaluate forecast error rates and develop root-cause action plans to reduce forecast errors and continuously improve the process
- Participate/Control/adjust with suggestion to clients on sales forecast
- Customer satisfaction (Operational excellence)
- Service Support and analyze the annual Customer Satisfaction survey by presenting it to the Customer and ensure a timely feed-back from Customer
- Ensure the resolution of customer issues (e.g. order, technical, payment) by coordinating with Production, Planning, Quality, Warehouse and other internal and/or external teams. Ensures a positive customer experience throughout the entire process
- Recommends appropriate solution for customer requests, and coordinates with related teams to ensure the complete handling of the request (e.g. production capability and scheduling, resourcing, quotes, price lists, invoice) is in place

**Reports and KPIs**
- Prepares and analyzes regular statistics using available tools and collecting relevant information
- Tracks regular target performance and provides results to management
- Analyze the forecast and clarify with the Customer
- Attend the weekly internal meeting to discuss the status and priorities of the engineering runs and Mass Production
- Responsible for processing and documenting orders from customers within our Service Level Agreement expectations

**Customer Data**
- Update and maintain prices in system, responsible for customer information and updating it in the company's system
- Provide and ensure all Master data set-up in the domain
- Collect the needs of Customer regarding reporting of WIP, Yield, Stock, etc. and in close cooperation with system specialists provide reporting solutions to Customer
- Responsible for making sure that new documents or updates on existing documents are stored and registered in the system immediately after receipt
- Regularly check NCM list in INFOR for any on-hold reels. Contact local quality for clarification and disposition. In case of severe delays, inform customers
- Clean-up old raw material inventory
- When informed by logistics on pending expired material or obsolescence aging stock, organize and monitor with Sales any solution to clean-up the materials or finished goods we produced or purchased on behalf of customer

**Internal relationship**
- Understand the needs of all related departments and work in partnership with them
- Other Customization service. Special request for labelling, packaging
- Bachelor Degree in Business Management / Supply Chain or equivalent
- Experience in Customer Service in a manufacturing, industrial warehouse, or distribution center environment. Previous experience operating a database program. Forecasting / inventory management experience

**You are motivated to join a committed employer with teams made of