Advanced Search
User not logged in

Your Browser is Not Supported

To ensure jobstore run smoothly, please use the latest version of the following supported browsers:

Jobs in Malaysia   »   Jobs in   »   Customer Service jobs   »   Customer Care Officer

Customer Care Officer

Operational Excellence

• ensure daily time critical activities completed/ escalated on time

• work with stakeholders to drive process & performance improvement to ensure smooth and efficient CS back office operation

Parts Management

• Work with SPS on material planning/ forecast and returns

• Manage 3rd party materials on demand

• Review performance and coordinate activities with the contracted warehouse. Escalate to CS management, MPS and SPS on any warehouse performance and compliance issues

• Inventory management includes the standby inventory, consignment stock and GIT. Manage WIP by reviewing SWO status and perform proper goods movement when necessary

• Initiate returns to supplier and secures financial settlement

• Quarterly cycle count and stock analysis/ reconciliation

Logistics support

• Identify delivery issues in an early stage and take corrective actions timely by working closely together with suppliers and physical distribution to resolve these supply issues

• Track and trace spare parts

• Actively participate in Customer Services logistics improvement projects

• Coordinate outbound last mile transport and delivery

• Follow up hold procedure in case of hazard situations

• Coordinate final delivery at customer site

• Follow up in case of missing, damaged or wrong deliveries

• Trigger Defective on Arrival (DEFOA)

• Comply with export control regulation

Quality & Regulatory Compliance

• Ensure service records and reporting by CCC in compliance to the Q&R requirements. Ensure customer feedback captured timely. Be responsive to the clarification requests from Q&R function or Quality Analysts

• Close monitoring on tools and their calibration requirements.

As a member of the Customer Care Center team, will also support the scope below:

Call & Service Activity Management

• Attend customer calls and register them in the service management system

• Determine the routing of the customer call depending on the customer’s request and contract obligations

• Create service work orders if necessary

• Assign and dispatch Field Services Engineers (FSE’s) to service orders

• Order spare parts if required and inform FSE on delivery schedule

• Inform Customers status of their call and confirm appointments

• Manage the progress of the customer call and escalate if service levels are in danger

Driving Time & Material (T&M) business

• Create T&M quotation based on requested services from a customer

• Send the approved T&M quote to the customer, and perform necessary follow up

• process billings for T&M orders

Tools Management

• Register & label all service tools required by FSE for field service delivery

• Understand the calibration requirements of the service tools, track and update calibration records

• Monitor the tools movement, recall tools and arrange with service vendors for on time calibration services

• Ensure tools that are not at condition for service, e.g. out-of-tolerance, defective or overdue for calibration, etc, are recalled and sent to qualified service vendors for on time calibration services

• Support CS Delivery Manager in assessment of quality impact on services performed using tools found out-of-tolerance

Field Change Order (FCO) Planning

• Create SWO for affected equipment based on the Unit Effective List as provided by the Technical Support Specialist

• Coordinate FCO parts ordering

• Schedule & dispatch FCO’ / Service Work Orders (SWO’s)

As a member of the Customer Care Center team, you will support the scope below:

Call & Service Activity Management

  • Attend customer calls and register them in the service management system

  • Determine the routing of the customer call depending on the customer’s request and contract obligations

  • Create service work orders if necessary

  • Assign and dispatch Field Services Engineers (FSE’s) to service orders

  • Order spare parts if required and inform FSE on delivery schedule

  • Inform Customers status of their call and confirm appointments

  • Manage the progress of the customer call and escalate if service levels are in danger

Driving Time & Material (T&M) business

  • Create T&M quotation based on requested services from a customer

  • Send the approved T&M quote to the customer, and perform necessary follow up

  • Process billings for T&M orders

<
✱   This job post has expired   ✱

Sharing is Caring

Know others who would be interested in this job?