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Senior Customer Experience Representative
Future ElectronicsPenangMalaysia, Penang, Malaysia24 days ago
Job descriptionWork with OSPM to enhance customer experience and develop strategic initiatives to meet or exceed sales targets, KPIs and company objectives. Attend Quarterly Account Reviews as applicable Ensure knowledge and compliance with all sales SOPs as listed in the Intranet Collaborate with OSPM to process BID quotes through SBDU or BG process with timely response to Customer Work with Order Entry team on specific customer requirements for order entry and PO acknowledgement; manage data entry for Shortage buys when urgency requires Coordinate with supply chain to pursue opportunities for automation via e-po and EDI order entry Manage the commercial business interface with customer and internal departments for Trade Compliance requirements (ECS, CIV, renewals), product documentation such as NCNR and product waivers, Programming First Article Approval Act as customer interface to address outstanding issues on orders not aligned to Backlog Management policy; escalate to OSPM if unresolved timely Serve as first customer interface on operational issues (RMA, QA, Credit discrepancy, Expedite and Delivery issues); coordinate with internal departments to resolve service issues for assigned customers Process BIM line add-on / delete after BIM setup (with OSPM inputs); secure NCNR paperwork or product waivers as required Support assigned backup Customers when other team members are out of the office Additional responsibilities vary depending on customer-specific service requirements and should be defined with OSPM, RAM and sales management Weekly management of the Customer backorder report with a turnaround time of 48 – 72 hours for a complete review Assist OSPM in managing customer pre- and post-shipment activities Escalate issues to OSPM, RAM, and Sales management with appropriate timelines to seek resolution Manage customer portals and update customized reports as required Proactively elevate potential delivery shortfalls to respective sales personnel for awareness and communication At least a Diploma or Degree qualification or equivalent in a relevant field of study At least 5 years of experience in a similar role or capacity; exposure to sales is highly advantageous Strong attention to detail and excellent follow-up skills Proficient computer skills with the ability to use MS Excel (Sorting, Filtering, VLOOKUP, basic formulas) to analyze customer BOMs and prioritize quotes Basic knowledge of semiconductor, passive, interconnect, and electromechanical products Good oral and written communication skills Pleasant and patient personality with a customer-focused service mindset Basic understanding of transportation modes (air and ocean) Excellent interpersonal skills, with a high level of initiative and drive Understanding of Sales Associate tools and functionality Mid-Senior level Full-time Sales, Customer Service, and Distribution Appliances, Electrical, and Electronics Manufacturing Wholesale Appliances, Electrical, and Electronics Semiconductor Manufacturing
Senior Customer Experience Representative
Recruiter @ Future Electronics, a WT Microelectronics Company
JOB PURPOSE :
The Senior Customer Experience Representative is focused primarily on ensuring that all sales support and service activities are well-coordinated and completed within prescribed process guidelines in support of the OSPM (On-Site Program Manager(s)). The role includes embarking on program initiatives targeted at meeting the demands / requirements of our Global customers, thus enhancing their customer experience.
PRINCIPAL ACCOUNTABILITIES :
- Performance to KPIs (Key Performance Indicators)
- Proactive Backlog and BIM Management together with OSPM
- Act as the operational interface between OSPM and all back-end support departments to service the Customer inquiries
- Participate in driving the assigned sales customer management goals, objectives and initiatives
- Customer backlog management with aim of maintaining backlog integrity through systematically reviewing and addressing all backlog issues encountered daily
- Support the OSPM in all daily activities related to customer service
JOB CONTENT : (PRIMARY & SECONDARY FUNCTIONS)
RECOMMENDED CREDENTIALS :
QUALIFICATIONS
EXPERIENCE
This role will be located at Penang, Malaysia .
Seniority level
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Customer Experience • PenangMalaysia, Penang, Malaysia
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