Customer Relation Representative

Job Responsibilities

•  Act as the primary source of contact for customer inquiries, orders and day-to-day coordination.

•  Create and maintain accurate customer accounts records in the system

•  Provide timely and professional customer service to Customers / Agents/ Distributors within the assigned geographical area.

•  Provide backup support to team members as needed to ensure continuity of operations

•  Support the Global Commercial Director, Regional Business Manager and Area Sales Manager to extract historical sales data and prepare quotations whenever required

•  Coordinate with Customers/Agents/Distributors on Purchase Order, Sales Order Confirmation and required shipping schedules, aligning delivery timelines based on production lead-time and transit-time

•  Process customer orders and perform regular follow-up to ensure timely order fulfillment.

•  Monitor order and shipment status by coordinating with production/planning and logistic teams and ensure timely updates are communicated to customers, especially incase of delays.

•  Handle customer complaints, provide appropriate solutions within defined timelines, follow through the resolution

•  Coordinate and ensure completion of customer questionnaires with internal stakeholders

•  Collect and analyze customer feedback(e.g. customer satisfaction surveys) to support continuous improvement and enhance customer satisfaction.

•  Build and maintain strong customer relationships through effective communication.

•  Provide accurate, timely and complete information using appropriate tools and systems

•  Maintain records of customer interactions, transactions and documentation

•  Support sample requests and coordinate follow-up on feedback where required

•  Maintain and manage sales—related documentation (e.g. Corrective Action Report, Customer Article Structure, Customer Satisfaction Surveys

•  Assist in training new or temporary staff when required

•  Provide general sales administration support (e.g. application Jurong Island passes for visitors

•  Contribute to team objectives and support ad-hoc tasks as needed.

Requirements 

•  Degree/Diploma in Chemistry / Chemical Process Technology / Applied Chemistry

•  Fresh graduates are welcome to apply.

•  Good communication skills

•  Strong phone contact handling skills and active listening

•  Customer orientation and ability to adapt/respond to different cultures.

•  Ability to multi-task, prioritize and manage time effectively.

•  Independent yet strong team player

•  Fluent in spoken and written English 

•  Proficient in Microsoft Word, Excel, PowerPoint

•  Willingness to work on Jurong Island; company transport provided.