Customer Service Officer

Company Overview

CHawk specializes in manufacturing low to medium volume plastic components and module assembly for semiconductor, electronics, medical, biomedical, solar, green energy, oil and gas, and industrial equipment sectors. The processes include thermoforming, welding, CNC machining, and chemical delivery system assembly.

Job Summary

You will manage customer orders, returns, and service requests while maintaining accurate CRM records. You will analyze data, support system changes, and help improve departmental efficiency and training to meet operational goals.

Responsibilities

• Process customer orders, returns, refunds, and service requests accurately and timely
• Maintain and update customer records in the CRM system to ensure data accuracy
• Support system changes related to customer service to align with organizational and system requirements
• Respond professionally to customer inquiries and complaints, providing solutions and follow-up to ensure timely resolution
• Compile and report weekly and monthly customer service data for management review
• Analyze customer service data, feedback, and trends across platforms and present findings clearly to stakeholders
• Review and propose improvements to department processes to enhance efficiency and service quality
• Assist in executing departmental targets and operational goals effectively
• Develop and update training content and materials for customer service officers (CSOs) and ensure training checklists are current
• Perform other duties as assigned to support team and organizational objectives

Preferred competencies and qualifications

• GCE O Level, Diploma, or other relevant qualifications with at least 2 years of experience in manufacturing or semiconductor environments
• Proficiency in Microsoft Office applications to support reporting and data analysis
• Experience using SAP or Epicor systems is an advantage
• Knowledge of customer service best practices and continuous improvement mindset to enhance quality, productivity, and customer satisfaction