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.
