Customer Support Representative

1 week ago

Singapore Woodward, Inc. Full time $30,000 - $60,000 per year

Position Purpose:

Under direct supervision, reporting to the Manager/Supervisor to support the process of providing products and services per established policies and procedures to meet quality standards and expectation of the customer in a timely manner. Responsible for the account administration and interfacing with customers at a journeyman level, limited experience, product and customer knowledge. Includes but is not limited to customer order administration for new sales, repairs and warranty sales and coordination within organization for technical or engineering support and services as required.

Essential Functions:

  • Process and maintain customer purchase orders, external customer purchase order systems, and electronic data interchange (EDI)
  • Compiles and generates various customer/sales reports
  • Contract review of customer purchase orders
  • Maintain off-line sales systems as required (i.e., Product Master, FACT)
  • Responds to customer pricing requests per established price list
  • Interacts with other departments as required (order status, delivery updates, warranty & quality)
  • File and maintain documentation
  • Interfaces with customers on a day-to-day basis
  • Over-time may be required with little or no notice to accommodate customer needs
  • Prepares and submits customer quotations per established price list/catalog
  • Responds to internal and external customer questions

Other Essential Functions:

  • May respond to other administrative requests from Account Managers
  • May input forecast information
  • Picks up and distributes department mail
  • Cross train with other Customer Support Representatives
  • Small international locations may be involved in other administrative tasks from other functional areas (i.e., payment processing, after hour calls)
  • May provide limited coverage (short term) for account management function
  • Actively participates with account receivables management (collection process, validate PO to sales order, collections, etc.)
  • In some locations may be responsible for supporting the Switchboard/Lobby

Knowledge Skills & Abilities:

  • Solid knowledge of computer systems and software applications
  • High level of professional communication and interpersonal skills
  • Must work effectively in a team environment
  • Able to multi-task, detail-oriented and able to prioritize workload efficiently
  • May be required to have multi-lingual language capabilities dependent on customer base or location (verbal and written)
  • Solid understanding of the sales process
  • May be required to understand and apply international commercial transaction specifics
  • Sound judgment and decision-making skills regarding routine, day-to-day functions
  • Thorough understanding of the organization and internal resources

Education:

  • US – High School Diploma

Experience:

  • Demonstrated work experience in customer-interface role and general business process understanding

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