Customer Service Support Associate

What you will do:

As Customer Service Support Associate, you will support the customers by identifying their needs, offering standard and specific solutions/ equipment and services in order to retain customers and maximize opportunities and conversion rate to increase overall sale revenue.

To enhance customer satisfaction, you will be taking on the role as Customer Service Support to process the order once your quotation is successfully accepted and continue to oversee the order fulfilment of the said order to your customer till completion.

There will be strong focus on collaboration with sales team, product management, technical team, planning team and various factories' stakeholder to ensure proposals including technical solution that accurately address customers' needs and fulfilment, adhering to JCI's product standard, quality requirements and specification.

There will be weekly sales and internal team meeting to identify potential projects and direction which can be useful to help you secure your opportunity and order fulfilment.

How you will do it:

• Key point of contact for clients, answering queries, providing basic technical advice and information for new product introduction, modification and order progress to warranty if any.
• Build and maintains good customer relationship across all customer's level, coordinate new and repeat sales to ensure 100% customer satisfaction and account retention
• Extensive interaction with customer, partners, internal stakeholder via phone and email
• Enquiry handling, preparation, send and follow up on quotation
• Coordinate with sales team and demand planner for forecast orders and special pricing (SPR)
• Once quote is churn into confirmed PO, you will be processing new orders in a timely manner and maintain accurate Customer Requested date in ERP system.
• Close collaboration with planning team including logistics, technical support, and sales to execute timely shipping arrangements with customers.
• Address clients' concerns around technical capabilities and commercial viability. Stay committed to resolve any backorder-related issues with internal and external stakeholders. Proactive in notifying the CS Supervisor of any difficulties in a timely way
• 100% follow up sales opportunity via and ensuring no overdue and accurate up to date opportunity pipeline. Strong focus on effective backorder management to minimize ageing orders
• Listen, understand and coney customer requirements to solution and business opportunities including Appropriate escalation of complaint cases to the QA manager, L&D department, and management when necessary via Salesforce platform
• Provide reliable solutions for all commercial and basic technical issues to enhance customer satisfaction.
• Plan and implement strategies, reporting accurately on sales and business activities.
• Monitor the status of incoming RFQ, PO and complaints and ensure that they are resolved and closed in a timely way.
• Gains customer acceptance by explaining or demonstrating cost reductions and operational improvement of using specific products and/or solution
• Participation with other regional sales colleagues in sharing marketing intelligence on market growth, movement and opportunities to improve revenue.
• Maintain professional and technical knowledge by attending educational workshop and training.
• Review professional publication, establishing personal networks.
• Contribute to sales' effectiveness by identifying short term and long range issues that must be address, provision of necessary information and commentary pertinent to deliberations, recommending options and course of actions
• Performance of any ad-hoc duties as assigned

Add on Responsibilities

• Cross function from Water Mechanical business unit to Special Hazard BU. Added on responsibility to pick up new knowledge for Engineered and Foam system.
• Process strong and positive working attitude.
• Learn to identify accounts with potential for growth, develop account plans and garner assistance from other department to achieve desired goals
• Adopting additional knowledge in SAP to determine improvement by analyzing cost-benefit ratios of project, supplies, service application
• Strong involvement with Order Fulfillment at factory level to ensure healthy order backlog and meet monthly target
• Participate in once weekly night meeting with factory for order fulfillment
• Strong team player whereby internal coaching of team player and counterpart support for other team members necessary.

What we look for:

• Minimum Diploma in Mechanical or relevant engineering studies preferred
• Project management skill
• Team leadership and facilitation
• Ability to work independently and possess strong "Can Do attitude"
• Knowledge of import, export regulation, SAP system, salesforce, MS Office
• Committed and dedicated to customer satisfaction and enjoy talking to people of all level

What we offer:

• Competitive salary in a MNC environment
• Comprehensive benefits package
• On the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

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