Customer Service Officer (SAP and ServiceMax software) - $2500 to $3000

Position: Customer Care Officer

Location: Toa Payoh

Salary:

• Up to $3000 basic
• with KPI Bonus (5% of per annum salary subject to the performance rating)

Working hours:

8.30am to 5.30pm (Mon to Fri)

Responsibilities:

Call & Service Activity Management

• Answer customer calls and register them in the service management system following the call management process and quality compliance requirements
• Determine the routing of the customer call depending on the customer’s request and contract obligations
• Create service work orders if necessary
• Assign and dispatch Field Services Engineers (FSE’s) to assign service orders based on the advice of the FSE with helpdesk/response center duty or the Team Lead Field Services (or Service Delivery Manager) in the district
• Order spare parts if required and dispatch to FSEs/customers
• Plan & coordinate the Preventive Maintenance schedule with customers & FSE.
• Escalate to CS Delivery Manager for non-compliance.
• Inform Customers about the status of their call and make detailed appointments
• Manage the progress of the customer call and escalate if service levels are in danger

Quotation & Order Process Management

• Prepare service opportunities in SFDC
• Prepare services and spare parts quotations to customers following the Quotation Process.
• Get T&M and service quotes approved by District Operations Manager, Team Lead or Account Manager CS
• Send the approved T&M quote to the customer
• Follow up with customers on open quotations
• Process Customer Purchase Orders for services and spare parts.
• Manage DMR/billings and the closing of corresponding work orders

Order/Invoicing & Service Record Retention

• Compile service reports, parts delivery notes and other supporting documents for the purchase order invoicing
• Manage the Service Report retention process, ensure service reports are properly filed for audit purposes

Logistics Support

• Follow up delivery status of ordered spare parts. Identify delivery issues and take corrective actions timely by working closely together with suppliers and physical distribution to resolve the issues
• Coordinate inbound/outbound delivery of parts, and local shipment to customer site
• Coordinate warehouse activities (if applicable)
• Follow up hold procedure in case of hazard situations
• Report Defective on Arrival (DEFOA) following DEFOA process
• Comply with export control regulation

Requirements:

• Experience in Sales Operations or Customer Services
• Proactive and with good communication skills
• Knowledge of Microsoft Office tools (especially Excel & Word) required.
• Knowledge of ServiceMax and SAP is a plus

We regret to inform that only shortlisted candidates will be notified.

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