Customer Support Specialist

About Filtrona

Filtrona is the only global, independent market leader in the design, testing and manufacturing of specialist filter solutions and related scientific services. With a head office in Singapore, Filtrona has 8 manufacturing facilities across Europe, America, and Asia, together with 2 innovation centres, an accredited laboratory and a Centre of Excellence focused on sustainability. The company has 2,000 employees serving customers across 120 countries.

Our purpose is to support partners to transform and benefit from business growth; we succeed when they succeed. Our mission is to be a responsible, customer-focused innovation leader creating excellence in sustainable solutions for today and tomorrow.

For more information, please visit www.filtrona.com.

Role and Responsibilities

Act as the main Point of Contact for any requests from customers and order acknowledgement; Route requests to Order Management (OM) team.

• Customer enquiries and request management: Manage customer requests and route requests relating to the orders to the OM team.
• Manage Customer relationship: Represent Filtrona in customer meetings linked to delivery/ OTIF/ quality performance KPIs, building good relationships with our customers through a deep understanding of our brand and customers' needs, including face to face meetings.
• Issue resolution: Communicate to customer as well as internal team on customer issues (including quality) and potential solutions in collaboration with order management team.
• Customer reporting: KPI tracking and presentation, with data support from OM.
• Continuous improvement & Customer satisfaction: Lead CI and customer satisfaction initiatives (mini-VOC). Review, develop and implement strategies to improve customer experience. Monitor and analyze trends in customer feedback and behavior to identify areas for improvement. Conduct regular reviews of customer interactions to ensure quality and consistency.
• Customer onboarding: Oversee onboarding of new customers (KYC, oversee setting the profile in FS, etc.).
• Sales Activities/Representation: Chase orders from customers to meet forecast, manage orders phasing with customers. Monitor and identify purchase trends to uncover churn risks and promote greater upselling/ cross-selling. Support demand planner and sales for forecast planning and LV.
• Account receivables & Credit limit management: Including communicating letter of credit information provided by Order Management.
• Shipping Notification to customers

Qualifications and Education Requirements

• Bachelor’s degree in Marketing / Business Administration or equivalent is preferred
• At least 5 years’ work experience in sales and/or customer service role
• Fluent in English and Hungarian; Knowledge of a third European language is an advantage (eg. Spanish, Russian, etc).

Preferred Skills

• Communication Skills: Clear, concise, and effective communication to understand and address customer needs, interact with other departments and document processes.
• Problem-Solving Skills: Quickly identify issues and provide effective solutions to customer problems.
• Patience and positive attitude: Remain calm and composed, especially when dealing with difficult or irate customers. Maintain a friendly and optimistic demeanor to create a pleasant customer experience.
• Product Knowledge: Understanding of the products or services offered to provide accurate information and support and/or liaise back to the internal functions.
• Proactive: Proactively liaising with customers to enquire on new orders and discuss forecasts.
• Conflict Resolution: Effectively resolve conflicts and de-escalate tense situations to maintain customer satisfaction.
• Adaptability: Flexibility to handle a variety of customer interactions and adjust to different situations.
• Sales Negotiation and influencing
• Relationship building (internally and externally): Able to identify, build and maintain customer and internal relationships.
• Strategic thinking: Able to identify new opportunities and adopt strategic marketing approaches to propose our portfolio to customers.
• Account planning and management: Able to set, communicate and track actions, targets and performance of account.
• Time management: Efficiently manage time to handle multiple customer inquiries without compromising on service quality.
• Teamwork: Ability to work well with others, supporting team goals and contributing to a positive work environment.