Customer Support Specialist

Asia Recruit

Subang Jaya, Selangor
Permanent
Full-time

1 month ago

Location: Subang Jaya Job ID: NOP30
Specialization: CLERICAL OR ADMINISTRATIVE SUPPORTJob description:Job Summary

Support service parts inventory management

Coordinate fulfilment of parts distributors' orders

Support tech team and service partners on spare parts related matters

Processing returned defective parts and DOA main units

Processing defective consumable claims

Key Accountabilities

Supporting Service Parts Inventory Management

➢ Maintain balanced inventory consistent with service requirement and targets.➢ Support inventory forecast and ordering.➢ Ensure timely parts stock-up for new models via recommendation from technical team/Regional HQ.➢ Communicate with Regional HQ, Partners and Supply Chain on parts related matters.➢ Update and maintain spare parts pricing in SAP and SPI website in accordance to price setting mechanism. ➢ Prepare performance and inventory reports for timely submission.➢ Review and proposed parts write-off based on policy defined criteria • Coordinate Fulfilment of Parts Distributors' Orders➢ Process orders from Parts Distributors.➢ Obtain Parts Distributors forecast monthly.➢ Provide monthly updates to Parts Distributors on new parts info and price changes, if any.➢ Report Parts Distributors sales monthly.➢ Follow-up on overdue payments.

Support Tech Team and Service Partners on Spare Parts Related Matters

➢ Process spare parts warranty claims (in-warranty & over-warranty).➢ Provide weekly ETA update on spart parts shortage.➢ Support queries raised pertaining to parts (courier, shortage, changes in SKU, etc)

Processing Returned Defective Parts and Main Units

➢ Coordinate the monthly reverse-logistics of defective parts from Service Partners.➢ Coordinate physical verification of returned defective parts and main units @ warehouse.➢ Write-off returned defective main units from SAP system monthly.

Processing of Defective Consumable Claims

➢ Conduct tests and physical checks on consumables.➢ Ensure warranty claim submissions for consumables meet criteria before submission.➢ Process all consumable warranty claims promptly.➢ Coordinate with dealers and customers for the collection of consumables.➢ Responsible for proper storage and disposal of faulty consumables.Key Job Requirements

Job / Skills Competencies

➢ Excellent English verbal and written communication skills.➢ Good data analysis and visualization capability.➢ Proficient in spreadsheet applications.➢ Organized and meticulous in dealing with large data sets.

Critical Work Experience

➢ Experienced in parts management and forecasting, particularly in small item SKUs.➢ Skilled in communication with suppliers, partners, and customers.➢ Proficient in data collection and analysis to solve problems and enhance support.

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