Customer Service Officer

1 week ago

Singapore ALL ABOUT PEOPLE Full time

**JOB SUMMARY**:
The Customer Service Officer is the first point of contact between the company and its customers, representing the company’s image and values. The role involves handling customer inquiries, managing orders, coordinating with internal teams, and ensuring customer satisfaction through effective communication and service.

**KEY RESPONSIBILITIES**

**Customer Support & Communication**:

- Handle customer complaints and Return Merchandise Authorization (RMA) requests, ensuring prompt resolutions.
- Support Sales by issuing and following up on quotations.
- Process orders, issue invoices, collect payments, and generate delivery orders.

**Order Fulfillment & Coordination**:

- Coordinate with the Supply Chain team to align production with customer requirements and ensure timely delivery.
- Collaborate with the Logistics team to facilitate delivery for both local and export shipments.
- Prepare export documents, including packing lists, commercial invoices, and shipping marks.
- Arrange courier services and coordinate with freight forwarders for export shipments.
- Validate items before delivery for local and export customers, serving as a second pair of eyes to ensure accuracy and quality.
- Update customers on delivery schedules weekly.

**Customer Account & Sample Management**:

- Maintain accurate customer records for orders, invoices, and transactions.
- Issue Statements of Account (SOA) and follow up on outstanding payments.
- Organize and track sample loans and temporary loans from inventory or newly built samples.

**Cross-Department Collaboration**:

- Work with the Project Management team to meet project requirements and deadlines.
- Coordinate with the Application Engineering (AE) team for technical support and customer issue resolution.
- Collaborate with R&D and Product Marketing teams for customized product requests and ensure delivery of necessary documentation (e.g., spec sheets, IED files).

**REQUIREMENTS**:

- Diploma in Business Administration, Customer Service, or related fields preferred.
- 5 to 7 years of customer service experience, preferably within an SME environment.
- Strong communication, problem-solving, and interpersonal skills.
- Proficiency in order processing, export documentation, and managing customer accounts.
- Ability to work independently and collaborate effectively across departments.

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