Job Description

Act as the primary customer contact for services, has overall responsibility for the daily management of assigned customer accounts, handling any issues arising, escalating as appropriate.

• Conduct effective communication and direct dealing with customers via email and/or phone calls.
• Ensure customer requests and enquiries are attended promptly
• Obtain and evaluate all relevant information to handle product inquiries
• Liase and co-ordinate with internal department such as supply chain, finance, regulatory, RDA and quality department in completing the order to invoice process to meet customer expectations for on-time delivery in full
• Attend to customer complaints and follow-up corrective actions in order to feedback to customer in a timely manner 2
• Partner with Sales/Commercial and cross-functional partners to deliver the strategic roadmap for the assigned customer accounts
• Identify up sell opportunities and provide details to Sales/Commercial Managers
• Engage in customer visit and attend meeting as and when required
• Prepare service level reports to relevant stakeholders
• Handle and maintain CRM system request log in (SalesForce)
• Involve in new product commercialization
• Co-ordinate business transfer project
• Assist in any ad-hoc reporting if necessary
• Other ad-hoc duties assigned as and when required

Career Progression |Diversity Encouraged

• Bachelor\'s Degree, Diploma/Post Graduate Diploma or Professional Degree in any field
• Minimum 2-3 years working experience in customer service of a Manufacturing environment.
• Knowledge in import/export business and documentation will be an added advantage.
• Exposure in handling difficult customers
• Proficient in Microsoft Office
• Knowledge and skill in SAP system is preferable

Our client is a multinational firm who has a SSC in Selangor. They are looking for a Customer Care Support Specialist to support the Europe Region (2pm - 11pm).

• Career Progression
• Diversity Encouraged

Michael Page