Senior Customer Service Representative
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Job Description
Customer Service Representative managing end-to-end order management chain for Kennametal in Singapore. Collaborating with internal stakeholders to address customer needs and improve service quality.
Responsibilities:
- Manages the entire end-to-end order management chain such as quotation, order entry, customer enquiries/requests, order fulfilment, product changes or returns, complaints, invoicing, contract administration.
- Focal point for customers and collaborate well with internal stakeholders such as sales, supply chain manufacturing plants, logistics, finance etc to address customer needs and improve service quality.
- Delivering core responsibilities in a professional way and at the same time, adhering to Kennametal’s compliance controls and local business policy standards.
- Manage customer quotes and orders by standard procedures.
- Providing the product availability, lead time, shipping information to external customers in a timely manner.
- Proactive track open orders and keep close contact with plant planners to ensure on time delivery.
- Raise and follow through expedite and escalation requests for customer urgent orders.
- Coordinate with warehouse and logistics staff to arrange on time shipment.
- Ensure Customers are proactively notified of changes in order status.
- Follow-up on outstanding issues, offer feasible solutions and take ownership for customer satisfaction in assigned area.
- Manage Customer Complaints in CRM system, arrange product repair, return/exchange.
- Maintain the customer master data correctly.
- Compile data and prepare reports in standard format.
- Filing of documents as per legal requirements.
- Effective communication in local language and English.
- Support complex project order.
- Contribute to team efforts by achieving individual and team performance goals and operational Key Performance Indicators (KPIs)
Requirements:
- Fluent in English
- Basic commercial knowledge including pricing, finance, shipping, and export/import.
- Basic mechanical or industrial technical knowledge is a plus (not compulsory)
- Min. 3-5 years related working experience.
- Proficient in Microsoft Word, Excel, Powerpoint, etc
- System processing experience is must, better if SAP
- Good communication skills
- Capability to handle multiple tasks and responsibilities.
- Possess a positive attitude and has a customer centric mindset.
Benefits:
- Equal Opportunity Employer
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