Customer Service Executive

Coordinate all administrative functions and the Service Division’s business needs. This includes managing the customers from receiving service requests to final delivery of services.

Responsibilities

• Manages all trading sales calls and inquiries on parts/service in a professional manner so as to provide the highest level of customer care to external callers and thereafter to pass on complex inquiries to respective departments for follow-up action, if any.
• Generate and process SAP requisitions accurately based on Engineer requests to ensure no delays in service execution.
• Prepare standard and urgent quotations in the Service Engineer’s absence, negotiate within authorized limits, and ensure compliance with profitability targets and contract terms.
• Assist with outstanding payment follow-ups and coordinate with Finance and Admin to ensure timely invoicing and efficient debt collection.
• Compile and maintain sales statistics and visit records of all sales staff in the department so as to ensure that information is constantly updated and accurate for analysis as and when required.
• Executes the timely creation of Service Orders prior to service attendance, with all requests and activities assigned exclusively through the FSM backend platform without manual entries.
• Prepare packing list upon withdrawal of parts and coordinate with warehouse for physical packing for delivery and keep customers updated on parts delivery status.
• Maintains daily rapport with the customer base, ensuring high satisfaction levels and repeat business through excellent service.
• Monitor Work In Progress in the FSM task pool, ensuring all tasks and activities assigned to technicians are approved and closed on time.
• Provide general administrative support to the parts team to ensure the efficient and smooth day-to-day operation of the team.
• Adhere to office EHS procedures and standards in order to achieve required safety standards.
• Maintain the upkeep of service facilities and service vehicles according to 5S standards.
• Analyze existing administrative processes and identify opportunities for optimization and efficiency improvements.
• Proactively identify and develop an effective assessment mechanism to track and measure team’s performance and deliverables on a regular basis. This includes analyzing individual performance and to derive corrective action plans if necessary.
• Plan and coordinate within service department; meetings all direct reporting timely to ensure effective communications of work quality, leave arrangement, improvements and etc.
• Assist Service Engineers in arrangements of Load Test PE/Transport/Load/Technicians before expiry date up to billing and handover certificates to Customers.

Qualifications

Qualification

• Diploma in business administration, management, or a related field is typically preferred. Relevant certifications and training are also beneficial.

Experience

• Fresh to 1 years' experience in customer service, administration or related field.
• Produce a deep understanding of administrative processes, office management, and relevant software tools.
• Good team player with ability to work independently.
• Working experience in a diverse cultural environment.
• Quality management system (QMS) fundamental & experience.