Customer Experience Specialist

Position:

Customer Experience Specialist

Job Description:

• Customer Interaction:
• Sales Activities and Support:
• Problem Resolution:
• Documentation:
• Feedback Collection:
• Team Collaboration:
• Process Improvement:
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Load orders into the system accurately and efficiently.
• Handle day-to-day sales activities, sales support, and customer service tasks for specified customers and assigned accounts.
• Maintain efficiencies in corporate operational processes and procedures.
• Serve as a liaison among internal resources (field sales, engineering, supplier marketing, manufacturing facilities, purchasing, and other corporate departments), suppliers, and customers.
• Process quotes and order preparation for specified customers and work with centralized PMs for Quote and Debit information.
• Notify customers of related price changes.
• Address and resolve customer complaints and issues effectively, ensuring customer satisfaction.
• Ensure execution and manage demand creation activity, applicable contracts, value-added programs, returns, invoicing, credit, and shipping issues.
• Handle local expediting and assist global opportunities through local escalation.
• Provide proactive notification to customers of changes to delivery status, conduct bond reviews with customers, and manage Hard & Planned Order management.
• Accurately document customer interactions and transactions, recording details of inquiries, complaints, and actions taken.
• Gather and report customer feedback to help improve processes.
• Work closely with other departments to ensure a seamless customer experience.
• Support the sales team with direct customer contact for the Order to Invoice process within Planned Demand.
• Act as a liaison between the sales team to perform root cause analysis and provide more complex problem-solving.
• Attend and lead customer shortage calls, set internal action plans, and communicate to appropriate account team members.
• Suggest and implement improvements to enhance the efficiency and quality of customer service operations.
• Coordinate resources and processing of customer quotations and manage e-Compass engagements and bond requests.

Job Complexity

• Developed specialized skills or multi-skilled through job-related training and considerable on-the-job experience.
• Completes work under moderate supervision.
• Likely to act as an informal resource for colleagues with less experience.
• Identifies key issues and patterns from partial/conflicting data.
• Takes a broad perspective to problems and spots new, less obvious solutions.

Location:

MY-Penang, Malaysia (Jalan Sultan Ahmad Shah)

Time Type:

Full time

Job Category:

Business Support