Customer Service Specialist

• Provide friendly, courteous, and professional support for customer orders received via email, telephone, customer portals, and fax using the company's Order Management System.

• Manage end-to-end customer orders including order entry, monitoring, consignment project, tracking changes, backlog management and ensuring full compliance with customer requirements.

• Ensure timely and accurate invoicing in compliance with Incoterms and agreed payment terms.

• Maintain complete and accurate order history in compliance with audit and document retention requirements.

• Ensure all supporting customer purchase orders are received and properly archived.

• Be proactive in communicating order issues, risks, delays, or changes to customers.

• Work within assigned working hours, with a readiness to provide additional support during peak workloads or critical customer needs.

• Load customer forecasts into the Order Management System and submit corresponding purchase orders to sister manufacturing companies in Switzerland and/or Malaysia.

• Review, monitor, and manage order backlogs, including risk assessment and escalation where required.

• Review and expedite back orders to meet customer delivery commitments.

• Assist with physical inventory audits when required. Logistics, Shipping & Distribution

• Work closely with Logistics and Customer Operations teams to coordinate shipping and distribution of parts to fulfill customer orders.

• Act as a liaison between customers and internal operations teams to determine shipping requirements.

• Manage shipping instructions across various ERP platforms. Service, Returns & Quotations

• Generate and submit customer quotations from the CRM system based on adequate information and required sales approvals.

• Manage service, rework, and return orders from creation and quotation through status updates to final closure.

• Process service return orders and quotations for customer product returns. Cross-Functional & Stakeholder Collaboration

• Work closely with customers across multiple time zones and collaborate with sales teams, product groups, finance, logistics, and operations to resolve issues and answer queries.

• Support the Sales Operations Manager in achieving sales targets by managing revenue and delivery risks.

• Work with accounts receivable and field sales engineers to resolve billing, payment, and order related issues.

• Initiate and participate in online meetings with customers and internal stakeholders to provide shipment updates and follow up on open issues.

• Work closely with Logistics and Customer Operations teams to coordinate shipping and distribution of parts to fulfill customer orders.

• Act as a liaison between customers and internal operations teams to determine shipping requirements.

• Manage shipping instructions across various ERP platforms.

• Generate and submit customer quotations from the CRM system based on adequate information and required sales approvals.

• Manage service, rework, and return orders from creation and quotation through status updates to final closure.

• Process service return orders and quotations for customer product returns.

• Work closely with customers across multiple time zones and collaborate with sales teams, product groups, finance, logistics, and operations to resolve issues and answer queries.

• Support the Sales Operations Manager in achieving sales targets by managing revenue and delivery risks.

• Work with accounts receivable and field sales engineers to resolve billing, payment, and order related issues.

• Initiate and participate in online meetings with customers and internal stakeholders to provide shipment updates and follow up on open issues.

• Support additional administrative or project-related duties as assigned by the Country Sales Operations Manager.

• Drive Customer Service Excellence initiatives and ensure the achievement of KPIs.

• Document and maintain work instructions and operational processes (including supply chain related processes) for the Asia region

• Be flexible when required to work extra hours, holidays, and Asia or US time zones.

• Bachelor's degree in business Admin/ Marketing/Supply Chain or another related field

• Good command in English and Mandarin is required.

• Well verse in using Microsoft Office (Excel & Outlook), PowerPoint and Access knowledge is an advantage

• Ability to develop complex reports and metrics.

• Good interpersonal, organizational, and communication (oral & written) skills.

• Ability to function independently and multi-task.

• Team player with good problem-solving ability

• Minimum 1-2 years' experience as a customer support specialist, operational support.

• Familiarity with production scheduling (ERP) is highly desired.

VAT Group