Customer Service Specialist, APAC Region

Description

From routine maintenance to urgent intervention, AP4 delivers turbine, control and excitation parts and services that keep your power plant operating safely, efficiently and without interruption. Our specialists work across legacy and modern systems to diagnose issues quickly, extend asset life and minimize downtime – whether you need a single critical component or a fully integrated service solution. With deep technical expertise and a responsive support model, AP4 helps you stay online, on schedule and in control, no matter what challenges arise.

Essential Job Duties And Functions

• Customer Quoting Process
  Enters/uploads request for quotes.
  Cross-checks items against AP4 Distribution scope of parts service (eliminating parts that AP4 Distribution does not strategically supply).
  Determines availability of parts by sourcing strategy (stock, cross-dock with established sourcing arrangements and required sourcing).
  Populates costs for stock and cross-dock items.
  Identifies items requiring sourcing/costs.
  Evaluates lead time requirements versus product availability.
  Develops preliminary pricing based on guidelines and prior customer PO’s/quotes.
  Follows up with customers post-quote to ensure they have all necessary information and to address any questions or concerns.
  Maintains regular communication with customers to build and strengthen relationships, ensuring their needs are met and expectations are managed.
  Proactively follows house accounts in assigned region(s) or accounts not assigned to a sales team associate to ensure seamless customer engagement and capture of potential sales order.

• Customer Order Management
  Responsible for customer order management from order receipt to invoice and meeting required deliveries.
  Enter/upload/convert quote for customer PO.
  Confirm quantities, price, availability, and lead times.
  Confirm order and any discrepancies with customer.
  Place any required non-stock purchase orders with supplier with linkage to customer order.
  Monitor order to identify any pick discrepancies/order cuts. Address order cuts including communication with customer.
  Monitor that ship confirmation process occurs at expected timing.
  Communicate any required advanced shipping notice (“ASN”) information to customers.
  Answer customer inquiries.
  Proactively follow up with customers post-delivery to ensure satisfaction and address any issues.
  Develop and maintain long-term relationships with customers through regular check-ins and personalized communication.

• Vendor Sourcing Process for Un-established Sourcing Arrangements
  Reference prior sourcing quotes from vendors.
  Check market clearance sources for availability and costs (Quantum Stock Market, etc.).
  Send RFQ’s to selective sources.
  Negotiate final pricing arrangements.
  Obtain purchase costs and lead times.
  Load costs and lead times to quote.
  Follow up with vendors to ensure timely responses and maintain strong working relationships.
  Communicate regularly with vendors to build rapport and ensure a reliable supply chain.

• Sales Team Communications
  Hold regular Sales Team touch bases, facilitating communication, helping Sales Team in identifying upsell and cross-sell opportunities based on customer interactions and feedback.
  Collaborate with the Sales Team to inform them of any issues or opportunities with our vendors to ensure that our customers are kept aware of any sales order delays that may impact the customer experience.
  Work closely with the Sales Team to coordinate efforts across departments such as marketing, product offerings, and logistics to meet customer expectations.
  Collaborate with the Sales Team to resolve customer issues promptly, ensuring a seamless customer experience.
  Initiate proactive communication with the Sales Team to discuss potential customer issues and opportunities before they escalate.

Requirements

• High School Diploma or equivalent required.

• At least three years Customer Service Experience.

• Strong interpersonal skills, ability to develop and maintain cooperative working relationships with others.

• Strong organizational skills; detail oriented.

• Able to use good judgment in making decisions.

• Able to analyze information and develop standards.

• Must be a team player.