Senior Customer Service Officer

ENABLE your future through light.

Excelitas is a global technology leader with more than 7,500 employees, focused on delivering market-driven solutions to fulfill the illumination, optical, detection and imaging needs of OEMs and end-users across the biomedical, semiconductor, industrial, consumer products, scientific, security, defense, and aerospace sectors.

ENGAGE with us today and make your contribution to the future! Join the team that leading technology companies turn to for cutting-edge photonic innovation. At Excelitas Technologies you are how we EXCEL.

Our facility in Singapore has key functions in research and development, procurement, sales and finance for our Lighting and Detection business lines, in addition to key functions related to our Optics Manufacturing capabilities.

This site produces optical lenses such as spherical, aspherical and plano optics, with large machine shop capabilities and expertise in optical coating and assembly. Our photonic products and solutions serve a wide range of markets and applications in the areas of medicine, life science, industrial manufacturing, defense, and aerospace, as well as research and development. 

We are presently seeking a Customer Service Officer that will act as window of contact between customer and company.

Main responsibilities:

• Process incoming customer orders and issue order confirmations within KPI timelines.
• Provide timely updates on order status, shipment schedules, and delivery progress.
• Address customer feedback or complaints with effective and timely solutions.
• Coordinate with Planning, Product Leaders, PMs, KAMs, and CSR Manager on shipment scheduling, order changes, and date management approvals.
• Handle customer price enquiries (standard or customized products) in collaboration with Sales and Product teams.
• Serve as the primary point of contact between the company and customers, ensuring all requests are managed efficiently.
• Maintain accurate customer data in SAP, including billing, shipping, and payment information, and coordinate with Finance for credit approvals.
• Review backlog, shipment, RMA, and order reports regularly, and follow up with customers when needed.
• Support Finance in monitoring account receivables and ensuring timely payment collection.
• Coordinate with internal departments to complete and submit required customer documents (e.g., audit forms, quality declarations, vendor surveys).
• Ensure accurate billing and proper documentation for month-end closing.
• Prepare reports and assist with ad-hoc tasks or improvement projects as assigned.
• Maintain compliance with company policies and regulatory requirements.
• Actively participate in continuous improvement and lean initiatives.
• Manage and update assigned customer portals (if applicable).

Requirements:

• Diploma or Degree in Business Administration, Engineering, or Communications.
• Minimum 5 years of relevant experience in Customer Service, preferably in a manufacturing environment.
• Proven experience in driving or supporting continuous improvement initiatives.
• Proficient in Microsoft Office applications; knowledge of SAP, Oracle, or Salesforce is an advantage.
• Excellent communication, interpersonal, and written skills.
• Strong organizational, analytical, and problem-solving abilities.
• Proactive, self-motivated, and able to work both independently and collaboratively in a fast-paced environment.
• Pleasant personality with strong relationship management and diplomacy under pressure.

Equal Opportunity/Affirmative Action Employer

Minorities/Females/Disability/Gender Identity/Sexual Orientation

Excelitas is seeking leaders and innovators to join our global team! Visit: www.excelitas.com/join-our-team

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