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Customer Service Representative (Night Shift)

Customer Service Representative (Night Shift)

Knowles ElectronicsBayan Lepas, Penang, Malaysia
16 jam yang lalu
Penerangan pekerjaan

Customer Service Representative (Night Shift)

Support and act as single point of contact for nominated accounts and coordinate with customer service, Product Management, Quality, Engineering, Purchasing, Warehouse and whoever else may be needed to complete daily tasks located in US.

Fully responsible for ensuring efficient, high quality and personalized customer service through order processing and assisting customers with special requests. Develop good and professional relationship with customers through regular forecast and planning collaboration.

Responsible for the resolution of rescheduling and / or re-routing of product, shipping issues and / or delays, returned goods and pricing issues in a timely manner.

Deal with any quality concerns and coordinate with the appropriate quality department for corrective action and follow-up to achieve customer satisfaction.

Processing of orders, contracts, and amendments using the Knowles Oracle ERP system, ensuring that the terms of sale meet the requirements of the company by cross-checking with the Knowles CRM system.

With sufficient knowledge of Customer Service Policies, ISO requirements and Sarbanes Oxley requirements ensuring accuracy of order management.

Specific Duties and Responsibilities

  • Order Management; enter orders and amendment to orders into the Knowles’ ERP & CRM System.
  • Responsible for the resolution of rescheduling and / or rerouting of product, shipping problems and / or delays, returned goods and pricing issues.
  • Assists Sales & Marketing personnel with order information and reports as needed.
  • Require in depth understanding of the customer systems to retrieve the necessary information such as customer forecast / demand, usage and inventory status.
  • Holistic analysis of customer demand, based on forecast data and statistics.

Apply ad-hoc knowledge and experience (seasonality trend, fiscal year and quarter end dates) to learn how it affects customer’s actual consumption.

  • Understanding of Supply Chain ATP (Available to Promise) logic and ability to work with customers to synchronize supply chains. (E.g. Work with customers to align expectations for lead times).
  • Ensure high data accuracy in Pick and CRM, such as (but not limited to) :

    • a) Purchase Orders and Sales Orders

  • b) Customer Profile (Such as name, address, payment terms etc) in System
  • c) Visual Compliance Screening
  • d) Maintain accurate feedback in Customers system where applicable
  • Require understanding on customer contract which related to supply chain.
  • Able to understand customer requirements on packing, labelling and shipping and effectively convey to the WHS and Shipping department for execution.
  • Lead and involve actively in customer meeting from Global Order Fulfilment Perspectives.
  • Timely escalation to superior on any Customer Potential Line Down issues.
  • Able to handle routine task with minimum supervision and performs other ad-hoc duties as assigned.
  • Perform Stock Rotations, RMA and direct quality concerns.

    • Authority

    Prepare Sales Order per Customer Purchase Order and drive customer forecast to enter into Pick System and escalate to Customer Service Section Head / Manager.

    Job Requirements

  • Candidate must possess at least Bachelor's Degree or with equivalent working experience.
  • Total working experience of 1-3 years in the field of Customer Service or planning.
  • Good verbal and written communication skills, able to manage high demanding customers and able to work with counterpart local and oversea plant.
  • Good in application of Microsoft Excel.
  • Experience in Oracle or any CRM system is added advantage.
  • Availability to work on shift to support US based customers.

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    Customer Service Representative • Bayan Lepas, Penang, Malaysia