Customer Care Specialist

7 months ago

Singapur, Singapore QSC Full time

Overview

The Customer Care Specialist is a high impact customer service position to support QSC’s sales in SE Asia. The successful candidate will be responsible for processing and managing finished goods and spare parts orders from QSC’s international partners around the region, and to effectively coordinate and facilitate shipment of goods from QSC’s designated warehouses with logistics team. This position is based out of QSC Singapore office. This individual must be fluent in English, and being able to understand Vietnamese or Bahasa Malay or Indonesian are a plus.

Responsibilities

This position interfaces with QSC’s key partners, service partners, Sales Operations and Technical Services group (TSG) in Costa Mesa, California and Hong Kong on a regular basis. Daily work includes processing finished goods and spare parts order received from partners and/or service centers. Verify stock available in local and regional warehouses located in Costa Mesa, Yantian and others. Process and book the order in Oracle, and coordinate shipment with local Logistics to provide shipment information to the customer. Manage warranty claims and RMA (return merchandise authorization) from business partners. Timely and accurately manage backlog to ensure month-end shipment expected revenue is accurately reflected. Work collaboratively with Credit Department, Sales, and Distributor/Customers to secure payment and shipping instructions timely. Work with local warehouses to ensure inventory is accurate to support demand of finished goods and spare parts. Process advance replacements as needed. Evaluate minimum and maximum stocking level base on sales for finished goods and spare parts. Recommend adjustments as the business needs change. Coordinate inventory and purchasing plan with Sales Operations and TSG to place the appropriate stock in local warehouse to support sales. Must deliver well-developed communications skills to provide solutions and follow-up on all customer inquiries timely. Target goal is to provide replies and order acknowledgment in the same working day. Work with Sales and Service Team to collaborate in “best service” approach to satisfy our customers, ie, consolidated shipment, commercial invoice, etc. Work with Logistics Department to thoroughly understand export shipping requirement, as it relates to shipping documentation, airway bills. Project a professional image for the company through communication, work environment organization, and personal appearance at all times. Responsible for learning, developing, updating and training of Oracle Discoverer reports and processes used by Customer Care Team. Perform other sales admin duties as assigned.

Qualifications

Prefer a bachelor’s degree or three (3) years of customer service experience Experiences with Order Processing, Oracle and Salesforce are preferred. Experience with FMCG Industry is preferred Must be familiar with Microsoft Office (Word, Excel, Outlook) Must possess proper phone skills and have excellent customer service skills Must possess well-developed oral and written communication skills Solid organizational and time management skills Good interpersonal skills to collaborate and work effectively with other individuals within the company

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