Customer Relationship Officer

Summary

The position will drive Customer Service order processing and fulfilment, including managing customer enquiries, quotations, and sales for spare parts to meet business goals. Proactively follow up on quotations, advise customers on spare parts usage, handle incoming requests professionally, and resolve issues promptly. 

Job Responsibilities

• Drive Customer Service order processing & fulfilment process for assigned countries, include managing customer enquiries, quotations, sales and orders for spare parts.  
• Proactively follow up with customer on Bühler’s quotation proposal and drive for sales to meet business targets and goals.  
• Perform and follow through the customer quotations process and keep customers updated on the latest products in order to increase sales.  
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.  
• Advise customers regarding the function and use of Spare and Wear parts.  
• Thoroughly and efficiently gather relevant information from the customer to enable you to identify and fulfil his/her needs.  
• Identification of spare parts.  
• Advise client regarding the function and use of Spare and Wear parts.  
• Processing of technical / commercial enquiries.  
• Co-operation with Second Level Support in the Quotation Process.  
• Create complete Client Quotations for Spare and Wear Parts (commercial / technical).  
• Work with BOMs (Bill of Material / Part List), customer project documents, technical drawings.  
• Coordination of delivery, invoice and payments.  
• Attend to customer complaint and warranty claim.  
• May require attending customer visits if necessary.  
• Interact with multiple stakeholders as necessary for support on technical and commercial enquiries from customers.  

Qualifications

• Mechanical, Electrical & Electronics, Mechatronics Engineering or similar education background. 
• Proficiency in both English and Chinese (spoken and written) to effectively communicate with customers and international colleagues.
• Basic knowledge machinery and familiar with MRO.  
• At least 3 years of hands-on experience in order processing, logistics, or Customer Services.  
• Knowledgeable in incoterms.  
• IT savvy, proficient in MS Office, with working knowledge of SAP/ CRM platforms (e.g. Salesforce SAP (SD Module, Stock, Purchasing).  
• Technical and commercial understanding, include Incoterms concepts, duties & tariffs and Buhler’s product knowledge.  
• Highly developed sense of integrity and commitment to Customer Satisfaction.  
• Exceptional time-management / organizational and prioritizing skills.  
• Possess a strong work ethic and team player mentality.  
• Ability to understand customers’ requirements and to translate them into solutions.  
• Highly flexible, multicultural understanding and able to work in team.  
• Able to work under pressure and deadlines.  
• Result-oriented and excellent problem-solving capabilities.  
• Good team building and leadership skills.  
• Good interpersonal skills with the ability to motivate and influence.  
• High level of independence and sense of ownership. 
• Entrepreneurial, sales and customer-oriented mind-set.