Customer Service Support

Job Scope

• Handle daily customer inquiries and provide timely and professional responses.
• Receive and process customer purchase orders, order changes, delivery requests, and related documents.
• Coordinate with Sales, Planning, Production, QC/QA, Purchasing, Warehouse, and Shipping to ensure customer orders are processed smoothly.
• Follow up on order status, production progress, inspection status, and delivery schedules.
• Provide customers with updates on order status, estimated completion dates, and delivery arrangements.
• Monitor customer orders and highlight potential delays, shortages, or issues to the relevant departments.
• Prepare and maintain customer-related documents, records, reports, and correspondence.
• Assist Sales/Commercial team with quotations, order confirmation, pricing information, and customer documentation where required.
• Coordinate with Planning and Production regarding customer priorities and urgent orders.
• Follow up on customer requests, complaints, feedback, and issues and ensure proper resolution.
• Coordinate with QC/QA on customer quality issues, inspection reports, certificates, and related documentation when required.
• Coordinate with Warehouse and Shipping to ensure finished goods are properly packed and delivered according to customer requirements.
• Maintain accurate customer and order information in the company’s ERP/system.
• Prepare regular reports on order status, delivery performance, pending orders, and customer requests.
• Ensure customer requirements and changes are properly communicated to the relevant internal departments.
• Build and maintain good working relationships with customers and internal teams.
• Support continuous improvement in customer service and order management processes.
• Perform other duties and responsibilities assigned by the superior or management.

Requirements

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Supply Chain, Logistics, Manufacturing, or a related field.

• Experience in customer service, sales coordination, order management, or manufacturing.

• Good communication and interpersonal skills.

• Proficient in Microsoft Office, especially Excel and Word.

• Good organizational, coordination, follow-up, and problem-solving skills.

• Detail-oriented and able to manage multiple customer orders and requests.

• Willing to learn about precision machining, manufacturing processes, production planning, and customer requirements.

• Able to work independently and as part of a team.

• Responsible, proactive, and customer-oriented.

• Able to work under pressure and meet deadlines.