Senior International Business Support Specialist

The
Senior
International Customer Specialist
will play a key role in managing customer experience across the APAC region, driving excellence in presales and post-sales operations. This position involves handling quotations, pricing, and sample management while ensuring smooth coordination between regional teams and customers. The role also includes coaching team members, maintaining strong client relationships, and supporting continuous process improvement to enhance overall service delivery

Key Responsibilities:

Pre-sales:

• Prepares quotes in-line with customer requirements, at agreed margins
• Examining customer orders for validity, products ordered, quantities ordered, any special pricing agreements or requirements
• Maintaining of specific customer SPT rules / customer pricing overlays as agreed with lead account team
• Liaising with internal service providers to obtain information relating to the effective and accurate sales order processing, including validation of international ordering protocols for Export and Intra-EU shipments.
• Efficient, prompt, and accurate sales order entry in accordance with customer specific SLAs and requirements as documented during the international onboarding service. This includes selecting the right delivery, configuration and our other GTS delivered services.
• Validation of purchase orders to ensure details are correct, in line with the sales orders and the right source of supply has been selected (based on rebates, pricing, availability & lead times, fraud checks inventory, contract, customer requirements etc)
• Liaising with Buyers / Purchasing Operations to ensure accurate order entry, identify product constraints, due date management, non-standard and non-compliant orders queries etc.
• Liaising with material master team for the supply and maintenance of required materials
• Liaising with stakeholders if orders are blocked in the system due to margins, customer credit limit breaches, export control etc. (not exhaustive)

Post-sales:

• Processing returns in accordance with internal processes & SLA
• Prompt processing of credits and re-bills in SAP
• Contact point for customers, vendors/suppliers, and CC internal departments for customer relevant topics
• Accountable for the management of customer stock (buy & store) and works closely with Partner Management and Configuration and Logistics to optimize stock levels
• Supports standard customer reporting requirements as required (as identified through the standard service description)
• Proactively resolves and manages customer, account, order, and invoices queries (as received) promptly

Customer Experience & Development:

• Identifies and participates in process, customer optimization projects both locally and with the lead country Customer Management and Account teams
• Maintains systems awareness training to stay up to date for any changes
• Maintains a sufficient level of understanding of European exporting regulations to ensure compliance and correct tax handling
• Develops strong, collaborative customer & business account management relationships that drives greater engagement and customer satisfaction
• Accountable for the Customer experience in GTS

Qualification:

• 4+ years of experience in International Sales Operations / Customer Service roles
• Experience in handling large, complex, and international customer orders and projects
• High customer and sales orientation
• Takes ownership of queries/problems to resolution
• Reliability, conscientiousness, sense of responsibility and initiative
• Basic knowledge of project facilitation
• Ability to work in a team, on their own, with the ability to prioritise workload
• Assertiveness and ability to navigate ambiguity
• Knowledge of the major IT manufacturers and their products
• Drives focus on simplifying complex solutions and processes
• Promotes standard processes and ensures compliance
• Leads teams on process design, improvement, and implementation
• Coaches team members to recognize and use each other's strengths to achieve team goals
• Ability to use appropriate techniques for establishing rapport and gaining commitment
• Strong communication skills with good command of spoken and written English
• Willingness to travel
• Advanced knowledge of SAP (SD Module), OneTouch / Salesforce, MS Office, E-Business Tools

Work Location:
Computacenter Malaysia office, Selangor, Malaysia