Report to Supply Chain Manager
Job Purposes:
• To efficiently and effectively handle:
- Order processing (order taking; credit line checking; order confirmation; delivery confirmation, …) and resolve order queries for customers.
- Delivery status queries
- Claim/ complain registration when mentioned by the customer while interacting with her/ him
- Credit control checking and immediate information escalation to both Sales & Finance when credit line is full
- To check & ensure discount/ bonus/ rebate consistency
• To provide customers and users with basic technical information and an efficient complaints solving service
Key Accountabilities:
Customer Service Standards and Policy
• To propose, develop, obtain internal agreement, annually update and communicate to team, and customers customer service standards and policy:
- Customer standards are in line with reasonable customer expectations.
- Customer service standards are measurable and can cover: accuracy of order taking, accuracy and speed of invoicing, order fill and completion, speed and completeness of product and services recall, speed with which customer issues are resolved, manner and effectiveness of customer service staff, number of complaints etc.
• Ensure that Customer Service activity is well rated by customers and is monitored by the management team linked to individual KPIs.
• Identify required systems support for customer service staff to be able to promptly answer queries on delivery progress or invoicing, payment, and track customer complaints and queries from first contact until they are solved
Sales Administration
• To ensure the effective and smooth operation of sales administration which include:
- Order processing
- Resolve order queries
- Invoicing
- Discount and credit limit authorization
- Delivery
• To provide sales team information on order status, stock situation, back-order filling, late payment, etc…
• Handle credit note insurance for discount/ bonus/rebate
Sales Information and Analysis
• + Responsible for OTIFIC (On Time, In Full, Invoice Correctly) monthly report, analysis and propose corrective actions
• + To support sales teams with routine sales report such as Daily Sales report and the information they need to plan and develop their customers and carry out calls.
Call Centre
• Customer complaints: to ensure that all customer / consumer complaints are efficiently and effectively dealt with in line with the company’s complaints policy.
• Technical and other information:
- To provide customers and users with a basic technical information.
- To work closely with the technical managers to ensure that all technical information is available to the Customer Service call number, is up to date and user friendly. This will include the following areas and will cover all products and services/systems/solutions and applications
Price Management
• Responsible for price list/ price master update (hard copy distribution and in JDE Edwards) and timely communicate/ inform to all relevant departments
• Responsible for discount/bonus/rebate authorisation control
Team Management
• Identify and specify recruitment/ change needs and ensure appropriate recruitment, training, development and succession planning is in place
• Participate in the recruitment process as appropriate
• To ensure HR function is fully aware of people issues and training needs, and support as required
• To manage and develop a professional customer service team
• Ensure team approach is professional, individuals are motivated, and team ethic is strong
• Develop, co-ordinate and communicate departmental training programme in consultation with HR
• To participate and contribute to Performance Plan action related to Customer Service
• Make team understanding of goals , vision and strategies
• Make team understanding their personal objectives and implement SMART KPI for team
• Implement fluid and transparent communication within team and also with other departments
• Implement reward system
• Develop underperformers (Second chance but not more)
• Bachelor Degree or higher
• Good analytical skills
• Customer and market orientation and mindset
• Good at filing and sales administration ( ordering process, invoicing, delivery arrangement, sales record ,etc)
• Creative, initiative and be pro-active
• Good time management
• Self-motivated, strong initiative, self-starter
• Advanced MS Office
• Fluent in English (Written and oral)
• Smart, mature attitude – able to represent company externally
• Quick conceptual thinker – able to grasp ideas and communicate them effectively
• Strong communication and listening skills
• Willing and able to accept a significant degree of responsibility
• Be able to work under pressure and within short and stretched deadline
• Outstanding interpersonal relationship skills
• Strong team player, leader or participant
• Project Management skills and experience
• Self-confident – challenges ideas and norms
• Coaching and training skills
• 2 years in a similar job position with similar responsibilities in a consumer good company (B2C) or fast moving industry
• Exposure to international companies
Please submit your updated CV to hong.nguyen@talentviet.com and nga.vo@talentviet.com or directly contact Ms. Hong at 3910 1126 - ext 106
