Role Overview

The Customer Relationship Officer is responsible for managing customer service order processing and fulfillment for assigned countries. This includes handling inquiries, quotations, and orders for spare and wear parts. The role plays a key part in driving customer satisfaction and supporting sales objectives.

Key Responsibilities

• Manage the end-to-end customer order process for spare and wear parts, including handling inquiries, preparing quotations, and processing sales orders.
• Proactively follow up on quotations and drive sales to meet defined business targets.
• Maintain regular communication with customers regarding quotations, order status, and new product offerings.
• Handle and resolve incoming customer requests and issues in a professional and timely manner.
• Advise customers on the function, usage, and specifications of spare and wear parts.
• Collect and analyze customer needs to provide tailored solutions.
• Identify required spare parts using technical documentation, BOMs, and part lists.
• Collaborate with technical and commercial support teams for accurate quotation generation.
• Prepare complete and accurate client quotations based on both technical and commercial parameters.
• Coordinate delivery schedules, invoicing, and payment tracking.
• Manage customer complaints and warranty claims efficiently.
• Support customer visits when necessary.
• Engage with multiple stakeholders to resolve complex technical and commercial inquiries.

Required Skills & Competencies

• Strong technical and commercial understanding, including knowledge of Incoterms, duties, and tariffs.
• High level of customer orientation and commitment to satisfaction.
• Strong organizational, time-management, and prioritization skills.
• Team player with a proactive work ethic and the ability to influence others.
• Capable of interpreting customer requirements and delivering effective solutions.
• Comfortable working under pressure and meeting deadlines.
• Results-oriented with excellent problem-solving abilities.
• Strong interpersonal and communication skills.
• High degree of independence, accountability, and ownership.
• Entrepreneurial mindset with a focus on sales and service excellence.
• Cultural awareness and adaptability in a multicultural environment.

Educational Background

Mandatory:

• Degree in Mechanical, Electrical & Electronics, Mechatronics Engineering, or a related discipline.

Desirable:

• Proficiency in English; additional ASEAN language skills are an advantage.

Mandatory Experience:

• At least 3 years of hands-on experience in order processing, logistics, or customer service.
• Basic machinery knowledge and familiarity with MRO (Maintenance, Repair, and Operations) processes.
• Sound understanding of Incoterms.
• Proficient in Microsoft Office; experience with SAP (SD module), CRM platforms such as Salesforce, and other relevant systems.