Job Description

Purpose of Job

Customer Service is within the Front Office function of attending to each customer's needs/queries in entirety, fulfilling their orders, generating reports, monitoring sales targets, ensuring on time delivery of quality goods to meet demands and ultimately to impress and retain customers.

[A] Order Fulfilment

Order Processing:
1) Manage customers' Purchase Orders & its confirmation


2) Ensure pricing, quantity, part numbers, version, currency, shipping details in Purchase Orders are accurate & correct as per Quotations, Quantity Contracts, drawings


3) Highlight any discrepancy to Salesperson-in-Charge


4) Follow First Article/Series workflow, where applicable


5) Process orders in Business Central & alert Planning/Procurement.

Lead Time:
1) Get delivery information & acknowledge Purchase Orders to customers


2) Attend On-Time-Delivery weekly meetings


3) Track delivery status, get reasons for delay & recovery date


4) Notify customers & communicate internally


5) Liaise with Salesperson-in-Charge on any special, urgent, late, pull-in or push-out delivery


6) Liaise with Logistics on shipments, where necessary

Drop/Direct Shipment:
1) Send Direct Shipment Notice to factory for urgent delivery, if any


2) Liaise with Logistics & Finance for Airway Bill, Delivery Order, Invoice (or Pro Forma Invoice)


3) Email shipping documents to customers

e-Invoicing:
1) Check Airway Bill # on Delivery Order


2) Check Delivery Order versus Invoice


3) Send shipping documents to customers per their instructions, e.g. bill items +tooling, different recipients for different documents, etc. Refer to Shipping Instructions file in shared drive


4) Some customers receive e-Invoices once document is generated & posted by Finance


5) Corrective actions, e.g. raise Credit Note, re-enter line items in Sales Orders, re-send documents to customers

[B] Administration

Sales Forecast vs Actuals:
1) Participate in trending of active regular parts


2) Support Sales in forecasting of firm orders & new/renew Quantity Contracts, General Agreements


3) Rolling monthly/quarterly sales forecast review


4) Monthly review/updates, where applicable

Meetings:
1) Attend external virtual meetings with Salesperson-in-Charge, Quality Assurance colleagues & customers


2) Attend internal & any impromptu meetings, e.g. On-Time Delivery, Sales Analysis, MPS, etc.

Reporting:
1) Prepare weekly Sales Revenue Report including the last 3 days of each month


2) Prepare & send weekly Open Sales Delivery Report to Sales Team


3) Update customer-specific Delivery Status Report weekly/fortnightly, e.g. Open Order Report, etc.

Standard Operating Instructions (SOP):
1) Adhere to required SOPs, where applicable, e.g. Create New Customer, etc.


2) Ensure form filing for defence-related customers, e.g. Product Categorisation Form, End-User Statement, etc.

Special Requests:
1) Handle bill/remittance for advance payment


2) Customise billing and/or delivery instructions


3) Any partial shipment instructions


4) Update customer's requirements file shared with Finance & Logistics

[C] Request For Quotation (RFQ)

Process in Business Central System:
1) Check details in RFQ spreadsheet to ensure completeness prior to entering in Business Central


2) Clarify on missing, incomplete, or in-principal approval


3) Clarify/confirm on below targeted Gross Profit Margin


4) Enter RFQ in system and seek approval


5) Email approved RFQ in PDF format to Product Management & Sales teams

[D] Others

Customer Service Mailbox:
1) Manage Customer Service mailbox daily for action/follow-up items

Record Keeping:
It is very important to maintain original documents for reference/action and audit purposes. eFile sources in shared drives include:


Purchase Orders, Contracts, etc. in Sales@PO From Customer folder Direct Shipment Notices, etc. in SalesDirect Shipment folder Sales Revenue Reports in GeneralWeekly Sales Report folder

Ad-hoc:
1) Create/Update Customer Profile in system


2) Raise Change Request Form for Credit Note to customers, if required


3) Feedback & share concerns/improvements pertaining to customer service-related workflow or processes


4) Other duties when assigned

Qualifications

? A recognised Degree or Diploma in Business Administration or its equivalent.


? Intermediate or advanced user of Microsoft Excel application.


? Familiar with eMail, PDF writer, Microsoft Office Suite, Microsoft Teams, snipping tools, etc.


? Proficient in written/spoken English and Chinese languages for communicating with clients from Asia, Europe, and USA.

Skills

? An eye for detail.


? Analytical and inquisitive mind.


? Active listening skills.


? Able to multi-task and prioritise work.


? Teamwork and relationships building.


? Cheerful disposition with positive work attitude.


? Keen to learn and grow with the company.

Other Requirements

? Business trips to WEO sites, e.g. Malaysia, China, Taiwan, if required.