JOB RESPONSIBILITIES
This Customer service role will partially support after sales order fulfilment and partially support pre-sales price enquiry related work..

1.Order Management 

• Manage sell-to-bill cycle by working with customers and internal departments, handle discrepancy on time, including release order, provide promised delivery date, arrange outbound shipment, billing, and handle returns for those goods not installed at customer sites.
• Proactively manage orders’ required date, pull in and push out the required dates per defined rules to meet customer’s real requirements and meanwhile minimize the impact on DIOH
• Identify drop shipment requirements, arrange, and follow up on drop shipment orders as defined by the drop shipment business process
• Monitor material shortage daily or weekly as needed and escalate to the right channels for customer urgent delivery requirements
• Analyze customer OTD% weekly and monthly, find out root causes for non-OTD and drive continuous improvement on customer OTD%
• Keep active communication with external customers and internal departments. Timely respond to customer’s inquiry about the shipping details, order available date, complaints. Resolve the issue by immediate action. Improve customer satisfaction rate

2.Pre-sales pricing enquiries

• Process inter-company enquiries for aftermarket parts, from validating the part number to locate the proper sourcing within JCI granted vendors along with valid price
• Support with material master data maintenance, include LT, MOQ et

3.Key performance indicators

• Applied Parts Sales; Customer OTD%; Rev outlook vs forecast; Internal & External Customer/ Business Partner Complaint Rate

Job Qualifications

• Bachelor or above. 3-5 years or above experience in customer service in HVAC or control products is required. Excellent communication skills.
• Be familiar with Offices (Excel, PPT), SAP system
• Proactive and accountable, good communication skills and teamwork spirit
• Good command of English language
• Knowledge of HVAC/IR parts is an advantage