Aftersales Executive/ Customer Service (Service Parts) JL37

2 openings available

Aftersales Executive (Service Parts)

• Serve as the primary point of contact for customer enquiries via phone, email, Live Chat, WhatsApp, and walk-in channels, ensuring prompt and professional service delivery.
• Manage spare parts forecasting, procurement coordination, and usage tracking to maintain optimal inventory levels and minimize stock discrepancies.
• Liaise closely with factory and internal stakeholders to ensure timely replenishment and accurate order fulfilment.
• Oversee grading operations, including parts extraction and systematic stocktaking activities.
• Ensure accurate monthly invoicing for spare parts sales in accordance with company policies and timelines.
• Prepare and submit weekly operational reports to Management and monthly reports to the Business Unit (BU).
• Maintain and administer the CRM system, including serial number database updates and model code configuration during new product launches.
• Drive continuous improvement initiatives, including CRM platform enhancements and process optimization.
• Manage spare parts packing for customer delivery and self-collection, ensuring accuracy and compliance with documentation requirements.
• Conduct periodic office spare parts inventory audits to ensure data integrity and inventory accuracy.

Customer Service

• Handle and resolve all customer queries received via phone, email, social media platform, and live chats effectively and promptly.
• Follow up closely with internal parties for resolutions.
• Proactively escalate query trends, potential issues and recurring service failures to team lead/ manager and ensure that appropriate corrective action is implemented to avoid future problems.
• All customer service request and any follow-up interaction is logged into CRM accurately and timely.
• Assist in processing and invoicing Local and Export spare part orders.
• Preparation and generation of weekly customer service report, weekly and monthly report to BU and HOD.
• Spare parts inventory management.
• Perform other assigned duties and/or project work.

• Diploma in Business Administration or related discipline.
• Possess a positive mind-set with a “can-do” attitude, and passion to deliver quality customer service.
• Possess excellent phone etiquette, comprehension, communication, and interpersonal skills.
• Proficient in Microsoft Excel, Word, and PowerPoint.
• Experience in SAP will be an advantage.
• On-the-job training will be provided to ensure proficiency in role requirements.

HOW TO APPLY:

Interested applicants, kindly send your resume in MS WORD format to [email protected].sgor please click on “Apply Now” and provide the below details in your resume.

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