JOB DESCRIPTION

We are seeking a proactive and customer-focused professional to enhance customer experience in the supply chain function, strengthen business relationships, and support operational excellence across the organization. This role serves as a key link between customers and internal teams, ensuring timely resolution of issues, effective management of customer-related processes, and delivery of actionable business insights through data analysis and reporting. The successful candidate will also contribute to process improvement initiatives, stakeholder engagement activities, and cross-functional projects that drive customer satisfaction and business performance.

The main responsibilities are as follows:

1.      Customer Experience and Relations Management

• Manage and maintain Customers’ master database, Customers’ Parts Delivery Framework Agreement (PDFA) and Customers’ Contact Database including account creation, update contractual agreed discount values, etc.
• Build strong relationships with customers through regular engagement to understand and gather business needs, identify market trends, concerns, and seek to provide added-value services.
• Handle customer enquiries, requests, and escalations, coordinating with relevant stakeholders to investigate issues and deliver timely solutions.
• Manage annual customer returns, buyback requests, and pricing-related activities, including Special Net Price (SNP) and One-Time Deal (OTD) processes.
• Coordinate customer communications, announcements, and updates to ensure information is delivered accurately and effectively.
• Drive continuous improvements in customer-facing processes and service delivery standards.

2.      Business Analysis & KPI Reporting

·       Collect, consolidate, and analyze operational and market data to generate meaningful insights and support business decision-making.

·       Prepare and present regular KPI, revenue, performance, and market reports for management and stakeholders.

·       Support periodic business reviews, share & connect session with Customer Service Index (CSI) by tracking key metrics, identifying ordering trends, and highlighting opportunities for improvement.

·       Develop presentations and reports that translate complex information into clear and actionable recommendations (e.g. Customer KPI Reporting, Monthly Jourfixe KPI Reporting and weekly Pit-Stop, Management Reporting)

3.      Projects and Events

• Lead or support customer engagement initiatives, including Customer Survey and Customer Workshop, and business review sessions.
• Conduct quarterly DTPC SEA Process Partner Call (PPC) with Customers.
• Support the planning and execution of customer visits, orientation programmes, and other business events.
• Collaborate with internal teams on initiatives aimed at improving customer satisfaction and operational effectiveness.

4.      Process Documentation

• Review and update operational ICS and work instruction as well as DTPC SEA List of specification and Records
• Collaborate with internal stakeholders to streamline processes, improve efficiency, and implement best practices.
• Ensure operational adherence of Internal Control System (ICS) e.g. preparation and consolidation samples to the ICS control sets/compliance

5.      Other Activities

• Management of DTPC SEA Frequently Asked Question (FAQ) with the support from internal teams as well as distribution to the Customers.
• Align with DTSEA communication team to upload information in the Intranet.
• Coordination of program for Customers and business partners visits (e.g. orientation)
• Coordination of year-end activity – Issuance for debit note for DTPC SEA’s “stock on Hand file”
• And any other suitable tasks assigned.

JOB REQUIREMENTS

• Tertiary Degree in Business Management, Logistics, Supply Chain Management or any equivalent.
• Preferably 3–5 years of working experience in logistic functions.
• Strong customer-centricity and problem solving skills.
• Ability to simplify complex information to stakeholders.
• Excellent verbal and written communication skills with strong presentation abilities.
• Proactive, self-motivated, and comfortable working independently as well as in teams.
• Strong understanding of supply chain management especially in customer relationship management.
• Knowledge in the automotive industry with experience in spare part consulting and logistic supply chain, highly preferred.
• Experience working in an international and/or matrix organization.
• High cultural sensitivity and ability to work across diverse teams.
• Ability to manage multiple priorities and timelines.
• Well-versed in Microsoft Office applications, particularly PowerPoint, Excel, PowerBI.
• Confident, outgoing communicator with strong stakeholder engagement skills.

Main Working Location in Tuas, Singapore; occasionally work in Westgate office @ Jurong East Station

Prevailing Hybrid work model 3 days in office , 2 WFH