Customer Service Specialist at VIAVI Solutions

Singapore, Singapore, Singapore -

Full Time

Start Date

Immediate

Expiry Date

29 Jul, 26

Salary

0.0

Posted On

01 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Order fulfillment, ERP systems, Customer service, Logistics coordination, Problem-solving, Analytical skills, Communication skills, Active listening, Attention to detail, Organizational skills, RMA processing, Inventory management, Customs clearance, Data entry

Industry

Telecommunications

Description

Summary: Interacts with customers, company sales and/or service representatives via telephone, email, text, chat or through other social media platforms, to handle a variety of pre-sales or post-sales service functions. Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges. Updates databases with status of returned materials issues and accounts for returns inventory. Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules. Ensure service information accessible by sorting and filing documents/forms. May schedule field service repair calls. Handles requests for additional company materials. Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit issues. Duties & Responsibilities: This position is responsible for the end to end order fulfillment process for APAC: • Responsible for commercially checking customer purchase orders and book the orders in VIAVI’s ERP system • Interact with customers directly to provide fast and accurate responses to inquiries, concerns and requests for order related information • Handle and address customer issues by determining the cause; selecting and explaining the best solution; expediting correction or adjustment; following up to ensure resolution • Manage customer orders and clear issues and holds preventing a timely delivery of the product • Review scheduling & rescheduling with factory/contracted manufacturers/service centres throughout the order fulfilment process. Resolve all issues which prevent orders and RMA from manufacturing/servicing and shipping • Interface with customer directly for shipment arrangement. Collaborate with Logistics team & customer to meet different local and/or customer specific requirement for logistics arrangement and custom clearance process Pre-Requisites / Skills / Experience Requirements: If your experience and knowledge include some of these, then we’d be interested: Minimum Diploma holder and above in any discipline Minimum 1-3 years working experiences Strong organizational skills, attention to details and self-starter with good learning mindset Good analytical and problem-solving skills and ability to adapt to changing environment Fluent oral, written communication skills and active listening skills in English VIAVI empowers Service Providers and IT organizations to manage the network lifecycle for complex 5G and Fiber networks with intuitive instruments, systems and technologies; and our expertise in light management and optical coatings help protect the world's bank notes from counterfeiters, enhance the colors you see, and enable advanced technology such as 3D sensing. We are a team of thought leaders who have the freedom to support and innovate and look for new effective and efficient solutions for our customers.

Responsibilities

This position manages the end-to-end order fulfillment process for the APAC region, including order booking in ERP systems and coordinating with logistics. The specialist also resolves customer inquiries, manages returns (RMA), and ensures timely delivery by collaborating with manufacturers and service centers.