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Specialist Customer Support
PT Filtrona Manufacturing IndonesiaSidoarjo, Jawa Timur, Indonesia13 hari yang lalu
Uraian TugasBachelor’s degree in Marketing, Business Administration, or equivalent is preferred. At least 5 years of work experience in a sales and / or customer service role. Language proficiency : English and Bahasa. Communication Skills (verbal and written) : Communicate clearly, concisely, and effectively to understand and address customer needs, interact with other departments, and document processes. Problem-Solving Skills : Quickly identify issues and provide effective solutions to customer problems. Patience and Positive Attitude : Remain calm and composed, especially when dealing with difficult or irate customers. Maintain a friendly and optimistic demeanor to create a pleasant customer experience. Product Knowledge : Understand the products or services offered to provide accurate information and support, and / or liaise with internal functions. Proactive Approach : Proactively liaise with customers to inquire about new orders and discuss forecasts. Conflict Resolution : Effectively resolve conflicts and de-escalate tense situations to maintain customer satisfaction. Adaptability : Demonstrate flexibility in handling a variety of customer interactions and adjusting to different situations. Sales Negotiation and Influencing : Ability to negotiate and influence sales outcomes effectively. Relationship Building (Internal and External) : Identify, build, and maintain strong relationships with both customers and internal stakeholders. Strategic Thinking : Identify new opportunities and adopt strategic marketing approaches to propose our portfolio to customers. Account Planning and Management : Set, communicate, and track actions, targets, and account performance. Time Management : Efficiently manage time to handle multiple customer inquiries without compromising service quality. Teamwork : Work well with others, support team goals, and contribute to a positive work environment.
Key Responsibilities
- Customer Enquiries and Request Management : Manage customer requests and route those related to orders to the Order Management (OM) team.
- Customer Relationship Management : Represent Filtrona in customer meetings related to delivery, OTIF, and quality performance KPIs. Build strong relationships with customers through a deep understanding of our brand and their needs, including face-to-face meetings.
- Issue Resolution : Communicate customer issues (including quality concerns) and potential solutions to both the customer and internal teams, in collaboration with the Order Management team.
- Customer Reporting : Track and present KPIs with data support from the OM team.
- Continuous Improvement & Customer Satisfaction : Lead continuous improvement and customer satisfaction initiatives (mini-VOC). Review, develop, and implement strategies to enhance the customer experience. Monitor and analyze trends in customer feedback and behavior to identify areas for improvement. Conduct regular reviews of customer interactions to ensure quality and consistency.
- Customer Onboarding : Oversee the onboarding of new customers, including KYC and profile setup in FS.
- Sales Activities / Representation : Follow up on customer orders to meet forecasts, manage order phasing with customers, and monitor purchase trends to identify churn risks and promote upselling / cross-selling. Support demand planning and sales in forecast planning and LV.
- Accounts Receivable & Credit Limit Management : Manage accounts receivable and credit limits, including communication of letter of credit information provided by the Order Management team.
- Shipping Notification to Customers : Notify customers of shipping status and updates.
Qualifications
Preferred Skills
Filtrona is the only global, independent market leader in the design, testing and manufacturing of specialist filter solutions, tear tapes and related scientific services. With a head office in Singapore, Filtrona has 11 manufacturing facilities across Europe, America, and Asia, together with 3 innovation centers, an accredited laboratory and a centre of excellence focused on sustainability. The company has over 2000 employees serving customers across 120 countries. Our purpose is to support partners to transform and benefit from business growth. Our mission is to be a responsible, customer-focused innovation leader creating excellence in sustainable solutions for today and tomorrow.
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Customer Support Specialist • Sidoarjo, Jawa Timur, Indonesia
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