Senior Customer Service Executive

Industry: Precision Engineering / Sheet Metal Fabrication / Manufacturing

Product: fabricated semifinished metal products and metal parts/Product

Senior Customer Service Executive Job Description

Job Expected Results

1. To provide timely sales order entry into system by meeting Navision standard (correct item card, part no, quantity, revision, date, price, ship to location etc.)
2. To provide at least current month and 3 months forecast demand in ERP system which consider material and production lead time, minimize exposure and liability.
3. To liaise with customer and provide shipment demand plan.
4. To provide clear ECN implementation cut-off in sales order.
5. To liaise with customer day to day operation issues.

Responsibilities

1. Received customer PO and return acknowledge the receiving of purchase order to customer.
2. Analyse purchase order (selling price, revision, quantity, incoterm term, delivery date, payment terms and currency) by meeting Navision standard prior entering to system.
3. Discuss with planner the feasibility of the delivery date requested by customer otherwise counter propose alternative date to customer.
4. Provide Shipment demand plan after discussion with customer.
5. Receive/Request forecast from customer.
6. Analyse the forecast accuracy versus actual sales.
7. Report the analysis to related department Sales & Marketing and Material HOD.
8. Review with customer on the forecast accuracy
9. Ensure prompt response to customers inquiries, complaints etc.
10. Work closely with Sales & Marketing to understand and prioritize customers requirements.

Qualifications, Experience, Skill, Abilities and Knowledge

• University degree is required along with relevant experience is an added advantage.
• A good proven track record in academic achievement and fluency in English is essential.
• Excellent human relation, communication and negotiation skills are critical.
• Computer literacy in Microsoft Office is a must.

Client Retention

• Meeting with existing clients to understand the demand and meeting the delivery.
• Arrange and participate in internal and external client debriefs.

Management and Research

• Submit weekly progress reports and ensure data is accurate.
• Ensure that sales data is accurately entered and managed in company system.
• Provide forecast sales and key in demand into company system.
• Perform other duties as assigned.

Relationships

• Internally, related with operation key staff for customer service management. Externally, successfully relate with customer on getting order, forecast and fulfil customer requirement.

Problem Solving

• Diverse cultures and varying stages of project create a unique and demanding business environment. The incumbent will often face demanding solutions to be creative, ethical and at the same time, sensitive to customer and company requirements.