About the Role

The Customer Support Specialist is the primary point of contact for customer enquiries and order-related requests. This role ensures seamless coordination between customers and internal teams—especially Order Management (OM)—to deliver a consistent, high-quality customer experience while supporting commercial and service excellence objectives.

This is a 12‑month fixed‑term contract role, open to candidates based in Bangkok, Thailand or Surabaya, Indonesia.

Key Responsibilities

Customer Enquiries & Order Coordination

Serve as the main customer interface for enquiries, service requests, and order acknowledgements.
Triage and route all order-related requests to the Order Management (OM) team for timely processing.

Customer Relationship Management

Represent Filtrona in customer meetings focused on delivery performance, OTIF, and quality KPIs.
Build and maintain strong, long-term customer relationships through deep understanding of customer needs, Filtrona's brand, and product offerings, including face‑to‑face engagements where required.

Issue Resolution & Collaboration

Actively manage customer issues, including quality concerns, and communicate clearly with both customers and internal stakeholders.
Partner closely with the OM team to align on solutions and ensure resolution is communicated effectively and professionally.

Reporting & Performance Management

Track, analyze, and present customer KPIs using data provided by the OM team.
Provide insights and reporting to support continuous improvement of service performance.

Continuous Improvement & Customer Experience

Lead and support customer satisfaction initiatives, including mini Voice of Customer (VOC) programs.
Review, develop, and implement strategies to enhance the end‑to‑end customer experience.
Monitor trends in customer feedback and behavior to identify areas for improvement.
Conduct regular reviews of customer interactions to ensure quality, consistency, and service excellence.

Customer Onboarding

Oversee onboarding of new customers, including KYC requirements and customer profile setup within FS systems.

Sales Support & Commercial Activities

Follow up on customer orders to support forecast accuracy and service reliability.
Manage order phasing discussions with customers and monitor purchasing patterns to identify churn risk.
Support upselling and cross‑selling opportunities in collaboration with Sales.
Assist demand planning and sales teams with forecast planning and LV activities.

Accounts Receivable & Credit Management

Manage accounts receivable activities and customer credit limits.
Communicate letters of credit and payment‑related information to customers, working in coordination with the OM team.

Logistics & Communication

Provide timely shipping notifications and delivery updates to customers.

What We're Looking For

Bachelor's degree in Marketing, Business Administration, or related field (preferred)
Minimum 5 years experience in sales and/or customer service roles
Fluent in English and Thai or Bahasa
Strong verbal and written communication skills
Proven problem‑solving and conflict‑resolution abilities
Customer‑centric mindset with patience and a positive attitude
Strong product understanding and ability to liaise with internal teams
Proactive in customer engagement, forecasting discussions, and opportunity identification
Experience in sales negotiation, influencing, and account management
Ability to build strong internal and external relationships
Strategic thinker with commercial awareness
Well‑organized, adaptable, and able to manage multiple priorities
Team player who contributes positively in a collaborative environment

About Filtrona

Filtrona is the only global, independent market leader in the design, testing and manufacturing of specialist filter solutions and related scientific services. With a head office in Singapore, Filtrona has 9 manufacturing facilities across Europe, America, and Asia, together with 2 innovation centres, an accredited laboratory and a Centre of Excellence focused on sustainability. The company has 2,000 employees serving customers across 120 countries.

Our purpose is to support partners to transform and benefit from business growth; we succeed when they succeed. Our mission is to be a responsible, customer-focused innovation leader creating excellence in sustainable solutions for today and tomorrow.

For more information, please visit www.filtrona.com.