Customer Support Administrator

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