The Spare Parts Admin is responsible for frontline coordination, processing customer orders, and providing administrative support post-service. This role involves communication with customers and suppliers, overseeing quotations and invoicing, and ensuring timely shipments of spare parts. With a focus on maintaining high levels of customer satisfaction, the Spare Parts Administrator will also analyze sales data and collaborate with internal teams to meet service level agreements. The role will be reporting to Spare Parts Manager.
PRIMARY RESPONSIBILITIES
Customer Coordination and Support
Provide frontline coordination and post-service administrative support to fulfill customer orders and needs.
Handle incoming phone calls, emails, and faxes promptly and professionally.
Communicate with customers regarding complaints about parts (pricing, delivery, etc.).
Maintain good communication and provide constant feedback to the customers.
Quotation and Order Management
Prepare Spare Part and Service Quotations and orders.
Follow the Oracle quotations steps using the Universal Work Queue.
Extract and analyze the SR from Oracle and follow up frequently on quotations not confirmed by the customer.
Supplier and Shipment Management
Prepare Purchasing Orders to the suppliers.
Process Spare Parts shipments management.
Follow up with suppliers on any delays in quotations, spare parts validation, or shipments.
Invoicing and Financial Oversight
Prepare Service and Spare Parts invoicing.
Monitor the monthly spare parts report to ensure actual sales align with set targets.
Order Monitoring and Logistics
Service Level Spare Parts: SLA vs market on customer spare parts request: Spare parts Time to ship (from customer request to parts shipment) for severity "machine down" – 90%.
Monitor orders that may not meet service level agreements due to missing materials.
Ensure same-day shipment consistent with warehouse fill rates.
Maintain knowledge of logistics processes and regulations in Asia, including necessary documentation for shipments, imports, and customs.
Validate spare parts.
Escalation and Issue Management
Manage critical requests, such as delays or discount requests.
Customer Satisfaction and Feedback
Guarantee a high level of customer satisfaction through good communication and constant feedback.
Collect feedback for continuous improvement objectives.
Sales Analysis and Promotion
Analyze promotions with coupons for parts through Sophia Parts.
Diversify markup and pricing of each family of spare parts to increase sales volume.
Collaboration and Team Support
Discuss consistently with the direct superior to find solutions to meet service team targets.
Act as backup for other team members, as and when required.
Coordinate with manager the possibility to find local suppliers of spare parts.
Attend the KPI monthly call with Spare Parts Manager and Service Manager.
Software Management
Act as the key user of Sophia Parts.
Increase the number of requests through Sophia Parts.
KNOWLEDGE AND SKILL REQUIREMENTS
Candidate must possess at least a Diploma/Bachelor's degree in Business Administration, Supply Chain Management, or a related field.
Required language(s): Fluent in written and spoken English.
At least 2 years of working experience in the related field is required for this position.
Strong communication skills and the ability to handle customer inquiries professionally.
Experience in spare parts management, procurement, or logistics is preferred.
Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
BENEFITS PROVIDED
We provide a hybrid working environment.
Medical benefits such as Medical Card for hospitalization and outpatient treatment.
Quarterly employee engagement activities.
Yearly performance bonus.
Exposure to multinational working environment.
Your application will include the following questions:
Which of the following statements best describes your right to work in Malaysia?
What's your expected monthly basic salary?
Do you have previous invoicing experience?
How many years' experience do you have in an Administration Role?
How much notice are you required to give your current employer?
How would you rate your English language skills?
Do you have customer service experience?
How many years' experience do you have as a Spare Parts Coordinator?#J-18808-Ljbffr