Customer Service Specialist

WHAT YOU WILL EXPERIENCE IN THIS POSITION:

• The Customer Service Rep. (CSR) is the primary contact for the customer. All activities are to be executed in an efficient, professional, and friendly manner to the satisfaction of our customer within the nVent policies.
• Provide pricing, availabilities of products, and due date of orders to customers and sales team.
• Creation and administration of quotations based on the instruction of the sales team and list pricing. Assign Quotes in Salesforce to Sales team in a timely manner.
• Process orders accurately using nVent order management tools and ERP system M3.
• Management of open orders; provide status updates on orders to customers, communicate delays, revised due dates/delivery to customers, follow up on due and overdue orders internally with logistic and planning management. Shipping arrangement and dispatch of orders in a timely manner, meeting customer’s requirements and expectations.
• Compile status reports on current backorders as required by customers.
• Track and Trace of consignments and follow up of orders as required.
• Create up- and cross-selling opportunities taking inquiries from customers as a possibility to up- and cross-sell. Recommend and offer other nVent products on enquiries.
• Escalate (second level) product information requests to application engineers or technical support team.
• Respond to customers and sales team’s email requests and enquiries professionally in a timely manner, escalate to Customer Care Manager or respective departments for assistance as accordingly.
• Daily invoicing and distribution of invoices.
• Focus on Southeast Asia region order management and as backup support for HK LENTON order management as well.

Working with:

• Personal Computer
• ERP (M3) order management
• CRM Salesforce.com
• Microsoft Office Suite (Word, Excel, Access, Powerpoint, Outlook)

Communication:

• Customers / Sales team
• Traffic and Distribution department / Warehouse
• Planning management department
• Finance department
• Pricing Team
• Quality department
• Product managers/Application Engineers

YOU HAVE:

• Bachelor’s Degree: with Business, Finance, or Economics, Engineering background will be highly preferred.
• Able to read and understand Korean will be preferred.
• 5+ years’ experience in customer service or sales support related and experience with international shipping and logistics will be preferred.
• Demonstrated ability to utilize strong written and verbal communication skills. Ability to interface with people at all levels within and outside the organization, adapts to change with agility and flexibility.