Customer Services Operations Representative (Senior)
Posting Date : 31 Dec 2018 | Close Date :31 Mar 2019

Primary Function/Purpose The primary role of the Customer Service Operations Representative (CSR) is to support the Sales Team in Forecast to Cash (F2C) Activities. This includes deal consultation, forecast support, formal quote generation, order management, customer interface, audit compliance, legal contracts, and revenue recognition.

Major Responsibilities

1. Provides deal consultation to the sales teams on structuring complex deals at quoting stage to ensure clean sox compliance including revenue recognition and interpretation of contracts/legal terms while meeting customer requirements. This involves advice on appropriate terms and conditions to be included and timely escalation of any potential topics with the respective business partners to resolve issues

2. Support the field teams in generating formal quotations with clear terms and conditions acceptable to Advantest Corporation, after ensuring that the required documentations are complete and requirements are met.

3. Direct interfaces with customers to ensure that customer purchase orders are clean and meets Advantest order acceptance criteria.

4. Perform order acceptance procedures to review customer requests, counter-proposals and purchase terms and conditions to identify potential problem areas of exposure and risks; escalate for management attention, mitigation & approval.

5. Assemble order package in preparation for order booking; ensure compliance with established Advantest approval matrixes, policies and guidelines, and all required documents & approvals are in place.

6. Manage customer orders, and solve a broad range of customer service related matters which may be of varying scope and different range of complexities; Maintain a good balance between meeting customer expectations and requirements while ensuring that legal, SOX, tax and other regulatory requirements are met and complied with.

7. Provide guidance and advice to customer team pertaining to order process, such as bundling of services, structuring of deal discounts and compliance with appropriate approval matrixes.

8. Liaise and coordinate with various parties such as division, forwarders, customers, field team, logistics etc for scheduling, changes and shipment arrangements.

9. Ensure a high performance culture whilst partnering and working closely with customer team to ensure high level of customer satisfaction.

10. Regularly monitors the backlog and open orders for potential slippage, signs of delay or cancellations for review and escalation. 

11. Revenue and AR management (in relation to customer letters of credit and orders pending acceptance), based on revenue recognition guidelines and regulations.

12. Prepare documentation for negotiation of letters of credit, ensuring that requirements are met in order to minimize discrepancies and delays.

13. Assist other team members during high workload situations

14. Participate in ad-hoc projects / assignments to improve and develop better approaches to business processes & policies.

Your Profile

• Bachelor’s Degree in Accounting or Finance (or equivalent area of study)

Minimum 4 to 5 years of related work experience in Customer Service or Sales Administration

• Oracle experience, preferably in order management

• Good business acumen & strong analytical skills

• Ability to think from a global viewpoint

Demonstrated maturity, professionalism, high values and integrity

• Evidence of effective communication skills, both verbal and written

• Ability to see the "big picture", perform consultative work and offer innovative suggestions

Strong teamwork and demonstrated track record of working well in a team & with cross-functional team members

Specialization : Finance/Accounting
Type of Employment : Contract
Minimum Experience : 5 Years
Work Location : Singapore

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