Customer Service Representative

Who are we looking for?

At the heart of our Manufacturing operations, the Customer Service Team plays a vital role in ensuring seamless communication between our Customers and Internal Departments.

We are committed to maintaining strong relationships with our customers by providing timely responses and accurate information.

By closely collaborating with Production, Operation and Quality Control teams, we help ensure that Customers expectations are being met.

What will you be doing?

• Handling all incoming enquiries from Customers including complaints. Consolidating needed info when complaints are received (affected products / Lot# / quantities etc) to QA and CTS team to investigate on the cause of complaints
• Consolidating needed info when enquiries are received (Product / Mfg site / Pricing / MOQ / lead time etc) to Sales Team for ACM to prepare Quotations
• Publishing monthly Quotations to Customers once ACM update their quotations
• Attending to Customers enquiries for Stock availability, Lot# and Expiry Dates, anticipated lead time etc before customers load their official PO to us
• Liaising with internal Dept (Planners / Purchasers) on Customers orders (especially if given lead time is tight) to ensure internal team are able to fulfil the orders
• Processing all Customers PO’s received into JDE system
• Confirming Customers orders by form of Order Acknowledgement
• Ensuring committed ship date in system are updated and aligned with the dates Planners / Purchasers committed
• Handling Sample request per directed by Sales / CTS team
• Raising awareness to ACM for potential customers whose Sales demand exceeded the Credit limit given, for Credit limit Change request to be followed up
• Raising SR (for customer’s account on hold due to outstanding payment / Over Credit limit, whenever required
• Consolidating Supporting Documents for Audit submissions (quarterly)
• Conducting yearly Customer Satisfaction Surveys (per IATF 16949 requirement)
• Contact point for Customers special request (add-on label on products / barcodes on Cargoes etc)
  
  
  

Who are You?

• High school diploma or equivalent; associate or bachelor’s degree is a plus

• 2–3 years of experience in customer service or a related field

• Strong communication and interpersonal skills

• Ability to handle difficult conversations with professionalism and empathy

• Strong attention to detail and problem‑solving abilities

• Ability to work in a fast‑paced environment and manage multiple tasks

What competencies will you need?

• Preferably proficient in use of JDE or related MRP systems for order processing.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 
• Ability to write routine correspondence. 
• Ability to deal with problems involving several concrete variables in standardized situations

We are Offering...

As part of our team here, as well as receiving a competitive base salary, you will also participate in a generous performance related bonus scheme. In addition, you will also be covered under our corporate medical insurance plan and annual leaves.

Teamwork 

At ESI, you will be part of a highly collaborative culture that promotes continuous improvement through cross-functional partnerships to achieve our mission. We do this through a strong and unified culture and transparent management which has empowered us to create high performing global teams that achieve superior solutions for our customers.