What you will do:

As Customer Service Support Associate, you will accountable for excellent customer service experience in the APAC region. The CSE will have frequent interactions with internal stakeholders such as sales and the operational teams (factories) within the organization. In order to provide the highest possible level of service, he or she will have to interact directly with clients with guidance to the policies and procedures govern by JCI.

How you will do it:

• Acknowledge new orders and process them in a timely manner.
• Maintain and commit to accurate Customer Requested Dates in the ERP system.
• Any delays or extended lead times must be communicated to clients immediately.
• Consistently assist the business in achieving its sales goals (both revenue numbers and deadlines).
• Updating forecast reports with risks and opportunities for the CS Supervisor.
• Coordination of activities with many departments, including logistics, technical support, and sales.
• Execute timely shipping arrangements with customers
• Active use of Salesforce for communications, orders, and customer complaints.
• Investigating and resolving client issues
• Committed to effective backorder management, not allowing orders to become overdue.
• Resolve any backorder-related issues with internal and external stakeholders. Proactive in notifying the CS Supervisor of any difficulties in a timely way.
• Active engaging with overseas internal factories to ensure seamless execution.
• Appropriate Salesforce escalation of complaint cases to the QA manager, L&D department, and management.
• Monitor the status of complaints and ensure that they are resolved and closed in a timely way.
• Increase solution-focused customer service.
• Coaching team members
• Backup other Customer Service Executive when they are not available.

Performance Indicators:

• On time delivery report
• Backorder report
• Aging orders report
• Revenue forecast report
• Salesforce complaint cases report
• Good cooperation, communication, and a good team player with all internal and external stakeholder.
• Ensure clear roles and responsibilities between the functions and free up outside sales for more face time with customers.
• Strong focus on backorder management. Close monitoring and cleaning up those stagnant and/or aged orders.
• Registration and management of all complaints, RMAs, credits, and related cost in Salesforce.

What we look for:

• 3 years+ successful Customer Service experience
• Passionate about customer service and excellent telephone manner
• High level of integrity and able to work under stress with on-time deliverables
• Good communication and interpersonal skills
• Good planning and prioritization skills
• Self-starter and independent
• Meticulous and an initiative individual
• Knowledge of the import & export regulations relevant for countries in the region
• Experience in SAP, JDE, Salesforce, MS Office

What we offer:

• Competitive salary in a MNC environment
• Comprehensive benefits package
• On the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

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