Customer Service Executive

About the Role:

The role of the customer service executive is to provide excellent customer service experience to increase satisfaction for both internal/ external customers. The role entails being the primary customer contact and transform customer's requirements into action items for internal & external stakeholders to execute. 

Key Responsibilities include:

• Quotation Management
  • Send quotation upon customer’s inquiry.
  • Close collaboration and coordinate with pricing and sales department to ensure sending price quotation to customer in a reasonable time frame. 
• Contract Management
  • Conduct Regular Monitor contract balance & Contract  Expiry date to ensure customer contract to be fulfill ontime
  • Balance Contract Projection to Sales & Customers to seize new business opportunity
  • Provide feedback to sales on any issue relate to expired contracts
• Order Management
  • Work with Planning, Logistic departments on production scheduling and stock readiness to fulfill customer requirements ontime 
• New Product Development
  • Close collaboration with Sales and PD on coordination of New Sample requests arrangement via Sales Force platform 
• Complaint Management
  • Manage customer complaints and escalate to investigation team via complaint database (Salesforce)
  • Coordination on customer inquiry related to quality & service issue 
• AR Aging Management
  • Managing customer account receivables within 115 days overdue and share customer feedback to commercial reason of overdue
  • Credit memo (complaint claim )/ Sundry invoice requests (paid sample) 
•  Administration
  • Customer Inquiry such as New/ Revision Label request, Technical spec, case register for special document requirement, audit purpose, sharing & courier shipping document to customers. 
• NCI request
  • New customer account creation in SalesForce

About You:

• Minimum 2 years relevant experience in a similar function, preferably in a manufacturing environment. 
• Strong interpersonal, verbal and written communication, negotiation skills, including active listening and clear articulation.
• Strong coordination and organizing ability and overall point of view, with the ability to prioritize and proactively complete tasks.
• Good command in English, both written and verbal.
• Enjoy working in a fast paced and changing work environment.
• Ability to solve problems and alleviate conflicts or escalate tactifully.
• Must be computer literate and proficient in MS Office application.
• Knowledge of trade documentation negotiations
• Knowledge of Incoterms and shipping documentation 
• Excellent time management skills, including the ability to multitask and work under tight deadlines
• Self-motivated, initiative and able to work well with minimal supervision