Customer Support Specialist

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.