Customer Service Executive
Job Details
Job Location: Malaysia
Position Type: Full Time
Description
POSITION SUMMARY
| Coordinates sales and customers services related activities of Taylor-Wharton of gas containment equipment and supplies, determines customers service requirements and maintaining close relationship with customers, finding ways to measure customer’s satisfaction and improve services. Manage to work closely with cross functional team to meet customer’s requirements and expectations within the timeline given. |
PRIMARY RESPONSIBILITIES & SKILLS
- Managing customer’s requirements, enquires, pricing proposal and coordinating closely with internal cross functional team (Pricing/proposal Engineering, Production, Engineering, QA, Supply Chain, Shipping, Finance etc) to meet customer’s requirements within the timeline/lead time given in the assigned territory.
- To provide comprehensive quotation with all requirements needed by customers within proper timeline and lead time, close monitoring and update customers if there are any changes on lead time. Follow up with each quotation sent to customers and close the deal.
- Handle customer complaints or any other major incidents with confidence, patience, politeness and provide suggestions or feedback to cross functional team or superior to discuss possible improvements to customer service.
- Monitoring customer’s purchase order and provide constant update on completion dates, shipments or delivery status.
- Maintaining accurate price list and costing, update customers as per requirement schedules by customers.
- Analyze, update sales trend and performance of customers on a monthly basis. Actively update if sales trend does not meet TW’s expectation.
- Strong interpersonal skills and strong communication skills to strengthen customers relationships.
- Involve in sales and marketing activities, eg: sales promotion material, product information, product advertisement in social media, sales workshops, etc
- Review articles in trade publications to keep abreast of technological developments in types of professional equipment merchandised.
- Improves customers service quality results by conducting surveys, evaluating and redesigning processes and communicating services metrics, monitoring and analyzing survey results with customer service team.
- Update and maintain ISO9001:2015 documentation for Customer Service Department.
- To meet customer service’s KPIs including customer’s enquiry timeline, pricing proposal lead time, sales order processing timeline, update customer on latest costing as per scheduled, resolving customer complaint within the timeline given.
Qualifications
QUALIFICATIONS
- Degree in Engineering, Business, Marketing, etc.
- 3-5 years working experience preferably in pressure vessel or industrial gas related industry.
- Good communication and interpersonal skills
- Patience, politeness, confidence and tact and diplomacy, when dealing with difficult situations
- An ability to work well under pressure.
- Knowledgeable in ISO 9001:2015 QMS documentation