Key Responsibilities:

• Serve as the primary point of contact (POC) for customers, managing all communication from RFQ receipt through product shipment and aftersales support
• Review and validate Purchase Orders (POs) and Contracts to ensure alignment with agreed-upon Terms & Conditions
• Work closely with Supply Chain, Finance, Quality, Product, Engineering, and Sales teams to ensure timely processing of orders and swift resolution of operational issues
• Provide proactive order status updates and address advanced or long-standing customer concerns
• Escalate and resolve customer issues effectively and emphatically
• Maintain the ERP system with accurate and up-to-date order and shipment information
• Gather and analyze customer feedback to identify improvement opportunities and drive customer satisfaction initiatives
• Lead special projects using strong decision-making, critical thinking, and time management skills
• Travel to customer locations as needed to support relationship management and business development
• Onboard new customers, including account set up
• Support the Company’s marketing activities i.e. trade shows
• Other reasonable duties as assigned by the Company

Requirement:

• Education: Minimum Diploma in a related field
• Experience: Minimum 3 years customer support experience
• Candidates with exposure to tools/GSE, industrial products or manufacturing sectors preferred
• Experience with CRM and ticketing tools (e.g. Salesforce)
• Familiarity with support metrics, analytics dashboards, and reporting tools
• Proficiency in Excel/Sheets and presentation tools (e.g. PowerPoint)
• Strong interpersonal and communication skills, both written and verbal
• Customer-first mindset with excellent problem-solving skills
• Ability to manage competing priorities and multiple stakeholders
• Skilled in de-escalating complex customer situations with professionalism