Senior Executive, Customer Support and Relations Management

Senior Executive, Customer Support and Relations Management

Job Description:

Location: Jurong East

Working hours: Mon to Fri 9am 6pm

Salary Range: $4,500 - $7,500

This is a Permanent role.

You shall be responsible for key account management activities, establishing and maintaining strong foundations and long-lasting partnerships with customers.

As a Senior Executive, Customer Support and Relations Management (CSRM), your main responsibilities will include the following:

• Manage and maintain the customers database (i.e. creating, updating and reviewing of details while complying with the internal work processes).
• Manage customers Parts Delivery Framework Agreement (PDFA).
• Support in monitoring markets' Key Performance Indicators (KPI) in key areas relating to order lines and order behavior and present to the management via weekly/monthly updates.
• Provide market updates and trends to the management.
• Review and improve customer experience, and maintain good communication with them.
• Support the markets relating to logistic operational processes.
• Escalate and liaise with internal and external stakeholders when issues arise, which includes investigating, analyzing, evaluating and resolving issues in a timely manner.
• Establish a process to manage customer requirements to facilitate their expectations.
• Management of customers' annual return and buyback requests, Special Net Price (SNP)/One Time Deal (OTD) for the Singapore market.
• Organise customer surveys and customer workshops.
• Organise quarterly Regional Logistics Center in Singapore (RLCS) Process Partner Call (PPC) with customers.
• Review and update operational ISO audited processes, work instructions and other documentation regularly with various stakeholders.
• Comply with the operational processes outlined in the Internal Control System (ICS), e.g. preparation and consolidation samples to the ICS control sets.
• Coordinate programs for customers and business partners visits.
• Support in financial year-end activities, e.g. issuance of debit notes, accruals, etc.
• And any other suitable tasks and projects assigned.

REQUIREMENTS

• Tertiary education in Logistics and Supply Chain Management and/or Business Management.
• Minimum 3 years of relevant working experience with adequate knowledge of organizational effectiveness and operations strategy management.
• Trained in Customer Relation Management and strong in warehouse, transportation, and supply chain knowledge.
• Knowledge of the automotive industry with experience in spare part consulting.
• Key account management in customer services and parts.
• Experience in logistic operation KPIs interpretation is an added advantage.
• Good project management and adaptability skills.
• Strong monitoring and follow-through skills.
• Customer-oriented and a team player with good problem-solving skills.
• Excellent communication and interpersonal skills.
• Initiative, highly motivated and independent individual.
• Highly proficient in MS Excel, PowerPoint, Word, MS Outlook.
• Ability to manage time and workload effectively to meet tight deadlines and targets.

Please submit your updated resume in Word format by using the Apply Now Button.
We regret that only shortlisted candidates will be notified.

Email resume to tiffany@peopleprofilers.com