Senior Executive / Executive – Customer Support and Relations Management

ABOUT US

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 based in Daimler Truck Parts Center South East Asia (DTPC SEA), under the entity of Daimler Truck South East Asia Pte. Ltd. 

WHAT YOU CAN EXPECT TO BE RESPONSIBLE FOR

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, includingCustomer 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. 

• 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.

This position is based at Tuas, Singapore under the entity Daimler Truck South East Asia Pte. Ltd. and may be offered at a lower job level based on the candidate’s experience. A valid and approved work visa is required for employment in Singapore by local labor law regulations. This will be offered at a pure local employment contract without any additional allowances.