Customer Service Specialist, Malaysia

AP4 Group is seeking a Customer Service Specialist, Malaysia
AP4 Group is a global full-service provider of heavy-duty & aeroderivative industrial gas turbine maintenance, including spare parts distribution, component repairs, and field services. Our team of 170 dedicated employees is on a mission to provide our customers with the parts and services they need, when they need them. We continue to grow and are on the hunt for talented people to join our team!

What are your responsibilities?
This is an Independent Contractor position. The Customer Service Support Specialist assists customers by providing quotes for parts, creating purchase orders, monitors orders and shipping, and responds to questions. The Customer Service Support Specialist routes sales opportunities to the appropriate Regional Account Manager. They also follow up with customers’ post-quote and post-delivery to ensure satisfaction and address any issues. Additionally, they maintain regular communication with customers and vendors to build and strengthen relationships, ensuring a reliable supply chain and seamless customer engagement.  Candidate must live in Kuala Lumpur Maylasia. This is a remote position. 

Note: All Resume submissions must be in English.

Essential Job Duties and Functions
Customer Quoting Process

• Portal review and in-depth analysis to support timely customer quote/RFI’s.
• Enters/uploads request for quotes and collaboration with AP4 business units as required.
• Cross-checks items against AP4D scope of parts service (eliminating parts that AP4D 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.
• Diligence in CRM maintenance

• 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, 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 include communication with customers. 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.

• 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.
• Consult with customs brokers for importation of costs and duties.

• Participates in regular Sales Team touch bases, facilitate communication, helping Sales Team in identifying upselling 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 on 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.
• Consult with Finance for estimation of sales tax and fiscal classification.
• Manage invoice process in BR and US dependent upon allocation.
• Daily reporting reviews and report creation.

• Engineering degree preferred.  
• Must reside in Maylasia.
• Bilingual a must and fluent in advanced English and Spanish or Portuguese.  
• 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.
• Ability to use good judgment in making decisions.
• Ability to analyze information and develop standards.
• Preferred familiarity in PowerBi, HubSpot (CRM), Microsoft Office and Excel.
• Must be a team player, demonstrate effective communication and problem-solving skills.
• Strong follow-up skills to ensure customer satisfaction and resolve any issues promptly.
• Ability to build and maintain long-term customer relationships through effective communication and personalized service.

• Compensation according to the market standards.
• Wide variety of learning opportunities.

AP4 Group LLC is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.