Specialist, Customer Relations

Main Purpose of the Role:

• Act as the primary liaison for all customer inquiries, ensuring timely and effective communication.
• Build and maintain strong customer relationships while providing support to resolve any challenges they face.
• Ensure all customer needs and inquiries are addressed promptly and satisfactorily.
• Track customer feedback and recommend enhancements to products, services, or internal processes.
• Analyze and summarize issues within the scope of responsibility, continuously seeking ways to improve work efficiency in alignment with company policies and plans.
• Monitor system and application issues related to the order flow process, coordinating with IT to resolve problems, including those reported via the CR ticketing system.
• Lead communication and planning for New Product Introduction (NPI) order flows with relevant teams.
• Prepare and present daily, weekly, and monthly analytical reports to the line manager.
• Develop procedures that balance customer satisfaction with KPI monitoring, while aligning with business objectives and strategies.
• Understand and follow work environment, occupational health and safety management or other systems arranged by the company such as ISO, OHSAS and so on.
• Handle all other tasks assigned by line manager.

Qualifications

• Bachelor’s degree in any field.
• 3–5 years of experience in customer service or a related field.
• Strong proficiency in English, with excellent verbal and written communication skills.
• Strong ownership, along with excellent communication and interpersonal skills to effectively collaborate across teams.
• Customer-focused mindset with a strong commitment to service excellence.
• High attention to detail and accuracy in all aspects of work.
• Proactive and self-motivated, capable of working independently with minimal supervision.
• Experienced with SAP and Microsoft Office Suite.
• Good command of writing and speaking English