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Customer Care Officer , Quotation and Order process specialist
TELISTAR SOLUTIONS PTE. LTD.
SingaporeLocation
Singapore
a month ago
Posted date
a month ago
N/A
Minimum level
N/A
Full-timeJob type
Full-time
Call Center / Customer SupportJob category
Call Center / Customer Support
Customer Care Officer
  • Work location: Toa Payoh

Call & Service Activity Management
  • Answer customer calls and register them in the service management system following the call management process and quality compliance requirements
  • Determine the routing of the customer call depending on the customer's request and contract obligations
  • Create service work orders if necessary
  • Assign and dispatch Field Services Engineers (FSE's) to assign service orders based on the advice of the FSE with helpdesk / response center duty or the Team Lead Field Services (or Service Delivery Manager) in the district
  • Order spare parts if required and dispatch to FSEs/ customers
  • Plan & coordinate the Preventive Maintenance schedule with customers & FSE. Escalate to CS Delivery Manager for non-compliance.
  • Inform Customers about the status of their call and make detailed appointments
  • Manage the progress of the customer call and escalate if service levels are in danger

Quotation & Order Process Management
  • Prepare service opportunities in SFDC
  • Prepare services and spare parts quotations to customer following the Quotation Process.
  • Get T&M and service quotes approved by District Operations Manager, Team Lead or Account Manager CS
  • Send the approved T&M quote to the customer
  • Follow up with customers on open quotations
  • Process Customer Purchase Orders for services and spare parts.
  • Manage DMR / billings and the closing of corresponding work orders

Order / Invoicing & Service Record Retention
  • Compile service reports, parts delivery notes and other supporting documents for the purchase order invoicing
  • Manage the Service Report retention process, ensure service reports properly filed for the audit purposes

Logistics support
  • Follow up delivery status of ordered spare parts. Identify delivery issues and take corrective actions timely by working closely together with suppliers and physical distribution to resolve the issues
  • Coordinate inbound/ outbound delivery of parts, and local shipment to customer site
  • Coordinate warehouse activities (if applicable)
  • Follow up hold procedure in case of hazard situations
  • Report Defective on Arrival (DEFOA) following DEFOA process
  • Comply with export control regulation

Requirements:
  • Diploma in Business Administration or equivalent.
  • Experience in Sales Operations or Customer Services preferred
  • Proactive and with good communication skills
  • Fluent in English, verbal and written in addition to local language
  • Knowledge of Microsoft office tools (especially Excel & Word) required. Knowledge of ServiceMax and SAP is a plus
Related tags
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JOB SUMMARY
Customer Care Officer , Quotation and Order process specialist
TELISTAR SOLUTIONS PTE. LTD.
Singapore
a month ago
N/A
Full-time
Customer Care Officer , Quotation and Order process specialist