Customer Service Executive

Job description: • Knowledgeable in Metal suppliers (who and where they are), also to know equivalent metal properties for recommendation and able to negotiate for strategic partnership on support and pricing • It is timely to get purchasing Dept quotes to meet PO and production requirements. • Respond promptly to customer inquiries via phone, email, chat, or social media platforms within 48 hours. • Provide accurate and helpful information regarding products, services, pricing, and policies consulting with Sales team. • Assist customers with placing orders, processing payments, and tracking order status. • Check packaging availability before committing to ship to customers • Pay notice on frequent changes shipment, payment delays and raw materials re-adjustment qty if any. • Coordinate with internal teams, including sales and logistics, to ensure timely order fulfilment. • Address customer concerns, complaints, and service issues in a professional and empathetic manner. • Investigate problems, escalate complex issues as needed, and follow up to ensure resolution. • Develop a deep understanding of company products, features, and benefits to effectively assist customers. • Educate customers on product usage, troubleshooting techniques, and maintenance procedures. • Collect and document customer feedback, suggestions, and complaints. • Analyze feedback trends and collaborate with internal teams to implement improvements. • Identify opportunities to recommend additional products or services based on customer needs and preferences and top up required volume considering raw material MOQ kgs equivalent in finished goods in pcs. • Promote special offers, discounts, and loyalty programs to enhance customer value. • Maintain accurate records of customer interactions, transactions, and order details in the Customer Relation Management CRM system. • Generate reports and analyze data to track customer satisfaction metrics and performance trends. • Identify inefficiencies or areas for improvement in customer service processes and procedures. • Propose and implement solutions to streamline workflows and enhance the customer experience. • Collaborate with cross-functional teams, including sales, marketing, and operations, to address customer needs and achieve business objectives. • Share insights, best practices, and customer feedback to improve overall service quality. • Raise the Purchase Request form & Justification form for the material need when received customer PO. • Raise Sample Request Form (SRF) For New Tool/Tool Modification/Prototype. • Coordinate any Raw material required for SRF • Receive Customers’ POS through email/fax or download from EDI /Check Selling Price in Order. • Perform Consignment billing issue /return. • Review Raw Materials Replenishment & promptly raise Purchase Requisition to Procurement Executive. • Liaise with Planners for Delivery Schedules & Promptly pre-alert and provide recovery schedules to customers. • Timely provide PO acknowledgement & delivery schedule to Customers. • Update Delivery schedules into SAP promptly and accurately. • Create Return Material Authorization (RMA) return order /follow up unblock /any replacement required. • Follow up monthly forecast from customers and update for below planning: - • Quarterly Review Estimate, QRE – sales revenue projections update monthly with customers forecast • Raw material replenishment (customers’ liability & buffer stock agreement). • Plant capacity review -> provide to planning group. • Review actual vs forecast & follow up action for huge disparity and stay to our commitment not to push out • Ad-hoc duties by superior or management. Requirements: 1. Minimum Diploma qualification in any principal. 2. Minimum 2 years in customer service, preferably in manufacturing environment. 3. Basic understanding in ERP/MRP, preferably with SAP knowledge.