Customer Service

Purpose

The Executive shall ensure proper follow up and administration of orders within the zone. Follow up of sales activities from Customer purchase order receipt to delivery in coordination with sales team, manufacturing and clients. Building and maintain good relationship with customers will lead to increased business.

Key Missions

• Manage all customer contacts relating to operational activity.
• Create and maintain customer SLA documents.
• Management of order expectations, customer order status and maintaining customer WIP tables.
• Utilize various internal systems to process customer actions (change requests/none-complaint reports i.e. customer complaints).
• Ensure that all order entry, invoice, dispatch specifications are entered and processed in an accurate and timely fashion.
• Ensure pipeline accuracy by providing sales teams with regular customer feedback and weekly revenue landing reports.
• Communicate customer requirements internally, chasing progress with all departments (Manufacturing, Service Center, Sales, Technical Support, global supply chain etc.)
• Develop specialized knowledge of ERP systems to process orders (Microsoft D365/SAP B1)
• Invoicing based on the incoterms agreed with the customer (align with Finance)
• Submit Sales Report and carry-over by every 1st day of the month
• Coordinate and report all quality incident thru Customer Complaint System (CRM tool)
• Gain an understanding of and ensure compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business in which you are involved.
• Follow and maintain IDEMIA HR values, processes and policies.

Profile & Other Information

Experience & Background

• University degree + 3 to 4 years’ experience in a similar role
• Fair Knowledge/background in Logistics.

Language

• Fluent in English, and Mandarin speaking is a bonus plus.

Other skills required

• Demonstrate strong detailed oriented skills, be service-oriented, self-motivated, and a team player.
• While working in a pressurized working environment, resolve unexpected conflicting demands with assertiveness and objectivity in a firm manner.
• Be approachable and solution-oriented in resolving issues, with an enthusiastic ‘can do’ attitude.
• Maintain a professional demeanor when interacting with management, employees and external contacts.
• Consistently exercise discretion in handling interactions, and in directing internal and external customers to the appropriate party for resolving problems or complex issues.
• Multi-task and produce accurate documents and reports.
• Process oriented and good understanding of Customer Support specific processing especially related to orders management and delivery.
• Perfect command of IT tools and Software.