Customer Operations Executive

Job Descriptions:

Order Processing Functions:

1. Acknowledge and manage distribution of PO that are received through central channels or different sources.
2. Review PO against quote or agreement to ensure contents match the offer and terms. Resolve any discrepancies found in PO and request customer to make amendments.
3. Coordinate with the Sales team for the work order processing instruction of order fulfillment.
4. Convert Purchase Order (PO) into Sales Order (SO) through the system and ensure the accuracy of data entry (including price verification & inventory checks).
5. Coordinate with Document Controller (DC) / Engineer to ensure timely completion of drawings.
6. Process Work Order (WO) or Purchase Requisition (PR) for customer order fulfillment.
7. Follow up with Production or Procurement for WO / PR consent date and ensure timely completion or receiving of order.
8. Provide confirmation and delivery schedule of goods to the customer.
9. Update customers on changes to the delivery schedule of their order.
10. Plan shipment schedule and liaise with the Logistics department on goods delivery and shipment services.
11. Ensure the accuracy of invoice information against customer PO and that logistic arrangements meet customer requirements.
12. Update shipment details to the customer upon completion of delivery.
13. Monitor stock levels (especially high runner products) of Finished Goods (FG) and trigger stock replenishment when running low.
14. Post invoices to the customer-designated portal / email / post mail.

Sales Support Functions:

1. Issue & submit RFQ to the RFQ team for costing.
2. Create quotations and follow up on the order status for the quotations with customers & sales team.
3. Issue and create PDRF in GSS system to EQT Engineering from RFQ checklist (RFQ Tool) given by Sales.
4. Propose appropriate solutions to address customer queries based on sales or customer management knowledge.
5. Update sales and customers on order delivery status.
6. Assist in resolving orders related to customer feedback & complaints.

Administrative Functions:

1. Work on Improvement Projects assigned by superior.
2. Generate various weekly / monthly & quarterly reports.
3. Prepare and submit commission reports for sales agents.
4. Track and ensure closure of outstanding documents like Open SO (Books) / Progress Invoices & Shipments.
5. Ensure the posting of customer invoices is done on the same day or the next working day after delivery.
6. Ensure any change of order control processes is completed according to procedure.

Requirements:

1. Proficiency in ERP Software.
2. Strong skills in systematic coordination, analysis & follow-up.
3. Great communication and interpersonal skills.
4. Customer Relationship Management.
5. Proficiency in MS Office.
6. Knowledge of Supply Chain & Inventory Management.
7. Proficiency in Presentation software.
8. Engineering knowledge and the ability to read technical drawings are a plus.