Job Description

Location(s)Kawasan Perindustrian Perai, PenangCompanyMolexCareer FieldCustomer ServiceJob Number160577Your JobTo be the main point of contact for all order fulfillment activities, responding to inquiries of the assigned customer accounts promptly and efficiently. Co-ordination of all post-order activities on shipping and complaint handling.Our TeamYou will be an integral part of a team that liaises closely with various internal stakeholders, such as Sales Engineers/Managers, Demand Planning, Quality, Finance, Supply Chain, IT, Product Managers and Molex entities. Your external contacts are your customers, freight forwarders and warehouse providers.What You Will Do

• Order Process management. Receive, check, and process customer orders received on SAP. Follow-up with customers or internal departments on missing or incorrect data.
• Action requests for order changes with the relevant plants by following customer T&C\'s when defined or per Molex SOP

• Monitor customer order backlog and pro-actively initiate expedites with the objective to meet CRD. Pro-actively inform our customers of any relevant changes in delivery schedules.

• Analyze forecast demand against actual orders for all scheduling agreements and give feedback to customers, where the agreed parameters have been exceeded. The assigned responsibility may also include VMI customer where coordination required on the transition from an order driven customer to a consignment customer following the proper consignment guidelines. Coordinate relevant actions with Supply Chain, Sales, and customer. Need to refer to Global VMI Key Criteria for VMI approval and adjust the appendix in coordination with the Contract Specialist/VMI Analyst. This also includes close follow up to ensure proper consumption billing and to perform hub inventory reconciliation as required.
• Shipping management. Co-ordination of any special shipping arrangement with the manufacturing locations/divisions, freight companies and warehouse as relevant. This will cover activities such as: Premium freight, agreement on freight cost liability and drop shipments.
• Complaint Handling (Quality Notifications and Dispute Management). Process customer complaints on the SAP system per the company guidelines. Co-ordinate relevant corrective actions with customer, sales engineers and plants to replace defect products and close the issue by providing 8D reports, credit notes etc. Maintain customer websites where requested.
• Initiate requests for SAP Master Data maintenance: Customer master, Customer Material info records, Material master.

• Customer Scorecards. Review and coordinate feedback of any required corrective action based on scorecard data with Sales and inform the customer.

• Monthly reporting. Provide input (Red/Green flags) to CSR supervisor/manager in timely and accurate manner

• Customer visits in co-ordination with appropriate stakeholders.

• Perform other related duties as assigned by management.

Who You Are

• Diploma or above; equivalent with few years of relevant Customer Service experience.
• English language is mandatory where in some location Mandarin may also be plus.

• Good PC skills are necessary including Microsoft Excel, Word & Outlook.

• Knowledge of SAP is an advantage

• 2 to 3 years Customer Service experience is desirable, preferably gained in electronic industry.

What Will Put You Ahead

• Handling key Accounts
• Familiarity with Molex products and services.

• Demonstrated ability to build and maintain strong customer relationships.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate\'s knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.Who We AreAs a Koch company, Molex is a leading supplier of connectors and interconnect components, driving innovation in electronics and supporting industries from automotive to health care and consumer to data communications. The thousands of innovators who work for Molex have made us a global electronics leader. Our experienced people, groundbreaking products and leading-edge technologies help us deliver a wider array of solutions to more markets than ever before.At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

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