Specialist Customer Support

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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