Customer Service Executive

Company Overview

MASS Precision, Inc. is a global manufacturer with over 40 years of experience excelling in the custom contract manufacturing of electronic chassis, frames, fabrications, and turn-key electro-mechanical assemblies built to customer specifications.

MASS Precision, Inc. is the foremost metal fabricator in Silicon Valley, supporting NPI and high mix/low volume production in Fremont, CA and San Jose, CA, while expanding our production capability to Mexico and Malaysia. We are constantly improving our operations and looking for new ways to meet our customer's needs through continuous improvement.

MASS Precision Malaysia provides a comprehensive array of cost-effective services, encompassing engineering review, quality engineering support, CAD/CAM software design and engineering, precision machining, TIG/MIG/Robotic welding, painting, and metal finishing, along with an ERP system to manage intricate component procurement and enhance supply chain performance

Responsibility:

• Adheres to all Company Policy & Procedures and Department Procedures.
• Brings to the attention of management problems, which affect the production and quality.
• Ensure all customer orders are reconciled with MASS’ order entry system to ensure they match.
• Handle and/or ensure all customer inquiries, comments, complaints or issues, including entering of new orders, R.F.Q’s, change orders, open order status, etc.
• As required, manage customers ERP by adjusting Epicor via change order procedure and communicating with the required MASS personnel.
• Be proactive and contact customers if any delivery problems will occur.
• Evaluates serious customer's issues to the appropriate Account Manager and Head of Sales.
• Communicate with other departments to ensure the customer’s needs and expectations are understood and met.
• Responsible for ensuring department policies and procedures covering those functions are followed.
• Identifies methods for measurement and improvement for customer satisfaction.
• Oversees order entry, change orders, statistical gathering, backlog accuracy and customer forecasts.
• Initiates customer complaints and follow-ups on when the issues are elevated, reviews accounting problems, late deliveries, expedites and change order/backlog discrepancies.
• Any other duties as assigned.

Knowledge/Skills/Abilities:

• Good communication skills, written and verbal.
• Good problem-solving abilities.
• Word and Excel knowledge.
• Good Supervisory skills.
• Professional attitude when dealing with customers.
• Ability to work day/swing/night as required.

Qualification:

• Bachelor's degree highly desirable.
• Customer service experience required.

Job Types: Full-time, Permanent

Pay: From RM2,500.00 per month

Benefits:

• Free parking
• Meal allowance

Supplemental Pay:

• Overtime pay

Application Question(s):

• What is your expected salary?
• When can you start?