Customer Service Executive

Responsibilities

• 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.

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.