Customer Experience Representative

This role will be located in Singapore, working on-site at our office located at Expo (DT35/CG1) fully sheltered from the MRT.

JOB PURPOSE:

The 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:

1. Performance to KPIs (Key Performance Indicators)
2. Proactive Backlog and BIM Management together with OSPM.
3. Act as the operational interface between OSPM and all back-end support departments to service the Customer inquiries
4. Participate in driving the assigned sales customer management goals, objectives and initiatives.
5. Customer backlog management with aim of maintaining backlog integrity through systematically reviewing and addressing all backlog issues encountered daily.
6. Customer Experience Representative will be assigned to support the OSPM in all daily activities.

JOB CONTENT: (PRIMARY & SECONDARY FUNCTIONS)

1. Work with OSPM to enhance customer experience and develop strategic initiatives to meet or exceed sales target, KPIs and company objectives. Attend Quarterly Account Reviews as applicable.
2. Ensure knowledge and compliance with all sales SOPS as listed in the Intranet.
3. Work cohesively with OSPM to process BID quotes through SBDU (Strategic Business Development Unit) (as assigned) or BG process with timely response to Customer.
4. Work with Order Entry team on any specific customer requirements for their order entry and PO acknowledgement. Manage the data entry for Shortage buys when urgency requires it.
5. Work with supply chain team to seek opportunity for automation via e-po and EDI order entry.
6. Manage the commercial business interface with customer and internal departments related Trade Compliance requirements (ECS, CIV, renewals, etc.), product documentation such as NCNR and product waivers, Programming First Article Approval.
7. Act as customer interface to address outstanding issues on orders that are not aligned to the Backlog Management policy, and address Order Rejects and PINs. Elevate to OSPM if unresolved timely.
8. Act as first customer interface on all operational issues e.g. RMA, QA, Credit discrepancy, Expedite and Delivery issues. Work with appropriate internal departments, coordinating and resolving operational service issues for assigned customers.
9. Process BIM line add-on/delete after BIM set up (with OSPM inputs after reviewing with the customer). For liability parts, secure NCNR paperwork with the customer OR product waivers with info-BAC.
10. Support assigned backup Customers when other team members are out of the office.
11. Additional responsibilities vary depending on the customer-specific service requirements and should be defined and agreed upon with the OSPM, RAM and sales management.
12. Weekly management of the Customer backorder report with a turnaround time of 48 – 72 hours for a complete review.
13. Work and assist OSPM in managing their customer pre & post shipment.
14. Escalate all their issues or challenges in fulfilling their assigned task to OSPM, RAM, and Sales management in the most appropriate timeline to seek guidance on resolution.
15. Manage customer’s portal and update customized report if required.
16. Proactively elevate any potential delivery shortfall to respective sales personnel for awareness and communication.

RECOMMENDED CREDENTIALS:

QUALIFICATIONS

1. At least a Diploma qualification or equivalent in a relevant field of study.

EXPERIENCE

1. At least 2 years of experience in similar role or capacity and exposure to sales will be highly advantageous.

COMPETENCIES (Knowledge, Skills & Attitudes)

1. Strong attention to detail and excellent follow-up skills.
2. Proficient computer skills with the ability to use MS Excel (Sorting, Filtering, VLook-up, basic formulas) to analyze customer BOMs and prioritize quotes.
3. Basic knowledge of semiconductor, passive, interconnect, and electromechanical products.
4. Good oral and written communication skills.
5. Pleasant and patient personality with a customer-focused service mindset.
6. Basic understanding of transportation modes (air and ocean).
7. Excellent interpersonal skills, with a high level of initiative and drive.
8. Understanding of Sales Associate tools and functionality.