Customer Service Assistant
Honeywell
Kuala Lumpur, WILAYAH PERSEKUTUAN, Malaysia
4 jam yang lalu

Driving Infinite Possibilities Within A Diversified, Global Organization

A. Purpose of the Job

The Customer Support Organization has an important role to play as they bring the customers,

sales and business operations together. The Customer Support Teams are responsible for

commercial and operational activities : i.e validation and booking of customer orders, managing order changes, providing status updates , arranging shipment and managing disputes with a strong alignment with Integrated Supply Chain (ISC) as part of the end-to-end customer experience.

B. Principal Responsibilities

1. Basic Customer Service

Act as responsible contact for all routine customer demands / questions, handling customer routine complaints and working closely with sales team to ensure customer requirements are fully understood.

2. Customer requirement validation

Be the first point of contact for our customers to ensure customer requirements are

fully understood to facilitate efficient order entry in the Customer Support Department.

Keep track of open orders and past dues in order to ensure customers are proactively

informed of potential delays.

  • Validation and order entry of customer purchase orders within defined target
  • Document issues in case of urgent order and escalate as appropriate
  • Pricing / Material availability / Order Status / Shipment arrangement
  • Ensure all new or amended customer relevant master data information is passed to the appropriate department on time
  • 3. Ensure incoming telephone calls are answered with minimum delay

    4. Ensure all incoming customer requirements are validated within the same day of receipt

    5. Review all incoming emails on day of receipt and take necessary action to reply

    or forward to most appropriate person

    6. Coordinate the warranty and returns process between the customer and the factories / service depot.

    7. Liaise with customer’s forwarders to ensure goods are picked up and dispatched on Time

    8. Support Credit Control Department with customer communication relating to AR / Debt issues and disputes

    9. Able to work on revenue risk report to support revenue forecast activities

    C. Principal Networks & Contact Links

    Internal

  • Customer Support Team Management
  • Customer Support Rep. Team
  • Finance / Credit Control
  • Regional Sales Teams
  • Technical Support Teams
  • Supply chain / Logistics teams ( 3PL ) / Suzhou Factory
  • Claim Department
  • Demand & Supply Planning ( SG and Suzhou team)
  • Marketing
  • Trade Compliance
  • Quality Department
  • External

  • Distributors / Partners
  • YOU MUST HAVE

  • Diploma degree or Bachelor degree equivalent combination of education and experience
  • Experience working in a customer-facing role, preferably Customer Support or Inside Sales in an international work environment
  • Experience using SAP CPS and understanding ERP system business processes
  • MS office skills (Excel, Word, Outlook), SFDC
  • Excellentwritten and spoken communication skills in English & Thai Language as this role supports respective Country
  • Ability to build relationships and networks in a virtual team environment
  • Strongteam player with the ability to take ownership and follow-through
  • Demonstrated solution-oriented, pro-active can do and willing to learn attitude
  • WE VALUE

  • Experience working in manufacturing environment / MNC as an advantage
  • Experience in data entry or data validation is an advantage
  • An attention to detail
  • Customer Orientation
  • A bias for action
  • An ability to work in a team
  • A commitment to discovering ways to improve service
  • An ability to work with limited direction
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