Customer Services Representative

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Working at Watlow
Watlow is a global technology and manufacturing leader who provides world class engineering expertise through innovative thermal products and systems, enabling our customers to thrive. We are making a positive impact every day as our solutions enrich the lives of people everywhere. We have been providing breakthrough thermal solutions for over 100 years!

Position Summary:
Provides daily support to customer inquiries, which may include key accounts, regarding company products and/or services.

Location: Either Kulim High Tech Park, Kedah or Penang Regus Hunza Tower Gurney

Responsibilities:

  • Uses judgment to organize own work and knowing when to refer issues to others.
  • Leverages knowledge of business and tools and recommends/ implements solutions within designated area of responsibility.
  • Demonstrates knowledge and expertise in product and applications.
  • Uses resources to learn the business.
  • Identifies ways to reduce waste and improve business processes.
  • Understands how actions impact expenses.
  • Transfers knowledge from one situation to the next.
  • Demonstrates approachability and openness.
  • Establishes credibility.
  • Demonstrates excellent interpersonal listening and communication capabilities.
  • Conforms to behaviors consistent with organizational culture.
  • Result orientated.
  • Receives inquiries and complaints regarding company products and/or services.
  • Investigates and resolves a variety of problems.
  • Generate orders, create standard quotes, credits to bills/orders, etc.
  • May go to customer’s website for correspondence and confirm, change or cancel the orders.
  • Champions activities with other internal departments to meet customer needs.
  • Track shipments, orders, reworks, etc.
  • Generate and release Manufacturing Orders (MO’s), checks material shortages, work with production on required paperwork.
  • Trains junior team members as needed.
  • Required to work fast-paced environment.
  • Prepare delivery document and liaise with shipping team to ensure delivery on time.
  • Excellent in Microsoft programs.
  • Act as customer business partner.
  • Key accounts customer service function.
  • Advanced Root cause analysis.
  • Advanced Product knowledge.
  • Advanced Customer Service (CS) tool knowledge.
  • Sales Office Administration.
Education and Experience Requirements:
  • Bachelor’s degree or two-year degree and related experience, or equivalent experience (5-8 years)
Additional Information Regarding Position:
  • Ability to fluently speak and write in English and other Asean language (Mandarin) is required for this position
  • Trading background is a plus.
Our corporate values guide us uncompromisingly to always do the right thing, continually learn and improve, respect everyone, and lead with service and humility.
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