Customer Support( Order management specialist)

Your Job

The  Executive, Customer Service  serves as the primary point of contact for customers, ensuring seamless communication between manufacturing, sales, and logistics teams. This role requires strong problem-solving skills, attention to detail, and the ability to manage customer inquiries efficiently. To be the main point of contact for all order fulfillment activities.

Our Team

Global Center of Excellence - Front Office Customer Support team as a Front Office Customer Support representative primary point of contact for all order fulfilment activities, ensuring prompt and efficient responses to inquiries from assigned customer accounts

What You Will Do

• Order Process management. Receive, check and process customer orders received on SAP. Follow-up with customers or internal departments on missing or incorrect data.

• Action requests for order changes with the relevant plants by following customer T&C’s when defined or per Molex Financial policy guidelines on: Expedites, Pull-in/push-out, Increase/decrease/ cancellation.

• Analyze forecast demand against actual orders for all scheduling agreements and give feedback to customers, where the agreed parameters have been exceeded. The assigned responsibility may also include VMI customer where coordination required on the transition from an order driven customer to a consignment customer following the proper consignment guidelines. Coordinate relevant actions with Supply Chain, Sales and customer. Need to refer to Global VMI Key Criteria for VMI approval and adjust the appendix in coordination with the Contract Specialist/VMI Analyst. This also includes close follow up to ensure proper consumption billing and to perform hub inventory reconciliation as required.

• Shipping management. Co-ordination of any special shipping arrangement with the manufacturing locations/divisions, freight companies and warehouse as relevant. This will cover activities such as: Premium freight, agreement on freight cost liability and drop shipments.

• Complaint Handling (Quality Notifications and Dispute Management). Process customer complaints on the SAP system per the company guidelines. Co-ordinate relevant corrective actions with customer, sales engineers and plants to replace defect products and close the issue by providing 8D reports, credit notes etc. Maintain customer websites where requested.

Who You Are (Basic Qualifications)

• Graduate/ Masters (Specialized in Commerce /supply chain /operations) with 3+ years Customer Service experience is desirable, preferably gained in electronic industry.

• Knowledge of Order Process management

• Knowledge of SAP / ERP system .

• Excellent communication and interpersonal skills.

• Working experience in Microsoft Suites (Excel, outlook, PPT)

• Clear understanding of manufacturing operation.

What Will Put You Ahead

• Front office customer support activities.

• The ideal candidate will demonstrate team work, pro-activeness, and flexibility in supporting business needs.

• The candidate will have an organized approach, is expected to work independently in a highly pressure environment.