Customer Service Specialist

About the Company

WhiteCrow is a global talent research, insight, and sourcing specialist with offices in the UK, USA, Singapore, Malaysia, Hong Kong, Dubai, and India. Our international reach helps us understand and penetrate specialist markets and complement clients' in-house talent acquisition teams.

Our client operates in the consumer financial services space, offering flexible financing solutions to make everyday purchases and essential needs more accessible. They support customers through their financial journey and connect consumers with a wide range of small and mid-sized businesses and providers in the health and wellness sector.

Responsibilities

• Quote and Order Management: interface with customers for quote requests and price inquiries; submit quotation requests for pricing team approval; sales order entry, order confirmation and order expediting; order change and backlog price adjustment; ongoing backlog management; shipment release and follow up; reporting and supporting past-due backlog reduction; NPI follow-up with PM/Plant/Finance for part master and cost setup; handle sample orders; process RMA / goods replacement.
• Customer Service: handle customer enquiries and complaints; investigate and work with other departments to resolve customer issues in a timely manner; manage emails, conference calls and customer/company plant visits for critical delivery issues, expeditions or projects; work out solutions for customer special requirements such as labelling, customs process, packing, etc.; drive NPS/VOC/customer service survey improvement processes and corrective actions for recurring issues.
• Customer Supply Chain Management: initiate stock requisitions for customer advance orders or buffer stock; work with planning on capacity adjustments to fulfill customer demand; manage consignment stock and monitor customer demand forecast accuracy; manage customer forecast/demand and inventory levels and work with Supply Chain to fulfill demand; negotiate VMI liability and deadstock compensation with customers; resolve logistics and customs issues with relevant functions.
• Customer Credit and Billing Management: support billing attainment; follow up queries with Accounts Receivable; coordinate with Finance and customers to resolve past-due invoices; manage customer credit status and escalate abnormal statuses; apply credit releases; process credit notes and debit notes.

Qualifications

• Bachelor’s degree or equivalent.
• 2–3+ years in customer service or order management, manufacturing preferred.
• Strong communication and stakeholder management skills; experience handling customer complaints and resolutions; ability to work under pressure in a fast-paced environment; proactive mindset with strong ownership and accountability.
• SAP knowledge preferred. Mandarin communication capability is a plus.