About this role
Role Details : Temp Part-Time 3x per week, Tuesday, Thursday, Friday
Business, Location:
Service Delivery, South East Asia
Role:
Customer Support Administrator
Primary Purpose:
Support Customer Service Activities, South East Asia.
Key Responsibilities
- Supports SEA Customer Support Administration activities across all Business Units.
Shipment Logistics
- RMA, loan detector shipment, temp export/import permit application, CS orders shipment and monitor till shipment reach to consignee.
- Coordinate and arrange RMA, loaner export/import shipments, including the application for temporary export/import permits
- Coordinate customer import shipments (upgrades, spares etc.) by providing shipping invoices and packing slips for customer confirmation and seek for shipping instructions for FCA terms.
- RMA tracking (on status from exporting till repair completion and importing to consignee)
SAP Sales & Service Cloud/FSM
- To create and maintenance SAP opportunities, ensuring the data is accurate and up to date.
- To monitor and closing of SAP opportunities once order is received/completed or overdue on timely basis
- To follow up on open quotes for Upgrades, Billables and Service Contracts orders periodically
- To update the tracking and financial records for all Billables and Service Contracts orders
- To coordinate with the relevant departments for Supplier & Customer Account registrations, Compliance requirements and NDAs
- Undertake any other tasks or responsibilities in line with the scope and level of responsibility of the role, which might reasonably be required
- SAP service tickets creation, FSM scheduling.
- Maintaining Engineers Timesheet.
Indicative Performance Measures
- Customer satisfaction Levels
- Smooth operations of SAP Service Cloud and FSM system
- Monitor and ensure RMAs and logistics are well tracked
- Monitor and ensure Service Engineers schedules are well scheduled.
Person Specification – Essential requirements unless stated
Education / Qualifications:
- 5 years’ experience in customer service
- Relevant working experience in the instrument industry.
Professional Skills/ Abilities:
- excellent communication and listening skill
- Friendly, patient affinity, strong sense of customer service
- Experience and ability for working in a bilingual working environment
Personal Qualities:
- Ownership and proactive
- Self-motivated and able to work independently
- Well Planning & Delivery of Results
- Continuous learning and improvement