Customer Service Representative

About WhiteCrow

We are global talent research, insight, and sourcing specialists with offices in the UK, USA, Singapore, Malaysia, Hong Kong, Dubai, and India. Our international reach has helped us to understand and penetrate specialist markets at a global level. In addition to this, our service is also extended to complement our client’s in-house talent acquisition teams.

About our client

For more than 80 years, our client’s engineers and product specialists have partnered with customers to produce highly engineered connectivity and sensing solutions that make a connected world possible. Their focus on reliability, durability, and sustainability exemplifies their commitment to progress. The unmatched range of their product portfolio enables companies, large and small, to turn ideas into technology that can transform how the world works and lives tomorrow.

About the role

• This position is in a fast-paced business environment for B2B customer support team, where in you will handle escalated customer care issues either through direct personal action or by escalating to the proper individual/department.
• You will need to Coordinate with resources for the resolution of system related problems and provide specific feedback to other departments to aid all open issues.
• This responsibility includes collaboration between both on site and virtual resources as necessary. You will also partner on the process improvement projects, developing training material, reports and lead implementation as necessary.

As a Customer Service Representative, you will be responsible for...

• Order Management: Handling import, export, and local customer sales orders and planning processes, including order entry, daily schedule reviews, shipment processing, invoicing, and logistics coordination.
• Commercial Management: Maintaining price lists and quotations for all accounts.
• Sales Management: Conducting forecasting, pipeline analysis, and sales performance mapping.
• Project Management: Participating effectively in quality improvement projects and promoting collaborative efforts among departments and internal customers.
• Customer Visits: Leading customer visits with harness makers and providing necessary support, including managing forecast fluctuations, shortage/expedition order requirements, returns, credit/debit matters, and accounts receivable.
• Management Reports: Supporting SCM and demand controllers in consolidating information related to orders, deliveries, fluctuations, shortages, and increases in demand.
• Stakeholder Management: Coordinating with global and local functions and supporting the Manager and Sales teams in activities aimed at enhancing customer experience, including projects and tasks to improve order management and fulfillment processes and ensuring end-to-end alignment across functions to deliver better customer service to stakeholders.
• Situation Handling: Evaluating situations impacting operations and determining the appropriate level of support and response required.

What you already have...

• Any Graduate degree
• 3+ years of experience
• Working experience in SAP & MS office
• Extensive transactional working experience in manufacturing industry under CS / Supply chain.
• Experience of effective collaboration in multiple regional teams set up & stake holder management
• Previous experience from automotive / service industry preferred.