Customer Success Manager

2 weeks ago

East Region, Singapore HYDRO Systems Singapore LLP Full time

Key Responsibilities:

  • Serve as the primary point of contact (POC) for customers, managing all communication from RFQ receipt through product shipment and aftersales support
  • Review and validate Purchase Orders (POs) and Contracts to ensure alignment with agreed-upon Terms & Conditions
  • Work closely with Supply Chain, Finance, Quality, Product, Engineering, and Sales teams to ensure timely processing of orders and swift resolution of operational issues
  • Provide proactive order status updates and address advanced or long-standing customer concerns
  • Escalate and resolve customer issues effectively and emphatically
  • Maintain the ERP system with accurate and up-to-date order and shipment information
  • Gather and analyze customer feedback to identify improvement opportunities and drive customer satisfaction initiatives
  • Lead special projects using strong decision-making, critical thinking, and time management skills
  • Travel to customer locations as needed to support relationship management and business development
  • Onboard new customers, including account set up
  • Support the Company's marketing activities i.e. trade shows
  • Other reasonable duties as assigned by the Company

Requirement:

  • Education: Minimum Diploma in a related field
  • Experience: Minimum 3 years customer support experience
  • Candidates with exposure to tools/GSE, industrial products or manufacturing sectors preferred
  • Experience with CRM and ticketing tools (e.g. Salesforce)
  • Familiarity with support metrics, analytics dashboards, and reporting tools
  • Proficiency in Excel/Sheets and presentation tools (e.g. PowerPoint)
  • Strong interpersonal and communication skills, both written and verbal
  • Customer-first mindset with excellent problem-solving skills
  • Ability to manage competing priorities and multiple stakeholders
  • Skilled in de-escalating complex customer situations with professionalism

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