Customer Service Representative

The Customer Service Representative (CSR) is responsible for cultivating customer relationships for current/potential customers by utilizing excellent and in-depth knowledge of CommScope products, capabilities, as well as CRM process and procedures. The CSR will be accountable for a full spectrum of customer service activities involved in the Quote to Cash process (up to and including the time the order ships, invoices or after handover). This may include, but is not limited to, generating quotations and price response, order processing, managing shipment schedules, expediting shipments, tracking, finding and proposing alternative materials where necessary.Job DescriptionPre-order - prepare sales quotation using SAP system and/or pricing tool, performing lead-time check and liaising with other functional teams to ensure customer's enquiries are respondedWork closely with Customers and Sales Team to develop a better understanding of our products and services in meeting customer needs.Communicate and collaborate with the Materials Management and/or Operations team to anticipate projects, completion timetables, and potential scheduling issues.Order Management - Process purchase orders, sample request and/or approved return request and follows through till shipment (Order entry, Acknowledgement, Confirmations, Change notifications etc.)Identify items with shipment schedule falling out of general lead-time and expedite pro-actively with PlannersMonitor/follow up on shipment schedule to ensure timely delivery or pick-up as per incoterm of saleSetup regular weekly or bi-weekly calls with customers to review open backlog, identify potential delivery push-back and discuss/resolve any open issue or concernProcess rebates claims and stock returns approved by Product Line ManagementSupport quality and warranty process where requiredParticipate actively in on-going product, process, systems and business skills training;Provide support and back-up assistance to peersDevelop and maintain constructive and cooperative working relationships with customers, prospects, colleagues and supervisors and maintain them over timeJob RequirementDiploma/Degree in Business or related discipline with at least 3 years of working experience in Customer Service or Order Fulfilment environment.Knowledge or experience with SAP system preferred.Excellent communication skills and with good telephone etiquette.Bilingual in Vietnamese would be a huge advantage to support the respective country and liaise with Vietnamese clients.A pleasant personality with a passion for service excellence.A strong team player who can adapt to fast paced and dynamic environment.