Mô tả công việc
Mô tả Công việc
International Customer Relationship Management
Build care plans for each customer or customer group, segmented by volume, value, potential and churn risk.
Stay in regular contact to understand satisfaction levels, new needs, inventory, forecasts and the timing of the next order.
Adapt communication to the culture, time zone and business practices of each market; collect customer feedback and turn it into improvements.
Driving Volume from Existing Customers
Work with the team to deliver the assigned volume plan from OEM customers and Lotusrice distributors.
Build a Repeat Order calendar and remind customers to order in line with production, packaging and shipping lead times.
Identify customers who are buying less or have stopped buying, analyze the causes, and carry out retention/recovery plans.
Propose larger order sizes, higher purchase frequency and SKU expansion; work with International Sales on growth plans for key accounts.
Order and Complaint Management
Track orders from PO receipt through delivery and completion of documents; verify the accuracy of PO data; coordinate with Sales, Planning, Production, QA/QC, Logistics and Finance.
Receive, classify and coordinate the handling of complaints (quality, packaging, delivery, documents) until the customer receives an official response; propose measures to prevent recurrence.
Team Management
Assign customers, regions and tasks; set individual goals and evaluate each member's performance.
Train and coach the team on international communication, situation handling, rice product knowledge and order processes.
Data, Reporting and Improvement
Manage customer, order, forecast and complaint data in the CRM/ERP; build dashboards and weekly/monthly/quarterly reports.
Standardize SOPs, checklists, email templates, and handover and escalation procedures.
Yêu cầu
Yêu Cầu Công Việc
A - Attitude
Puts the customer at the center, takes ownership and follows issues through to resolution.
Commercial mindset: understands that customer care is tied to retaining and growing volume.
High EQ; calm and patient with demanding customers and time-zone pressure.
Honest, never over-promises, and protects confidential information.
S - Skills
Fluent English in emails, meetings and commercial discussions (to be tested during interviews); Chinese is plus.
Cross-cultural communication; persuasion and negotiation to get customers to confirm forecasts and POs.
Relationship management and early detection of churn risk; handling complaints under pressure.
Leading, assigning work to and coaching a small team.
Strong Excel/Google Sheets and PowerPoint; able to build reports and track data.
K - Knowledge
College/University degree or higher; preferably in Business Administration, International Business, Foreign Trade, Logistics, Languages or related fields.
Understanding of export procedures, Incoterms at a practical level, booking, documentation and lead times.
Basic knowledge of rice/food products: product lines, basic quality criteria, specifications, packaging and storage.
Understanding of the OEM and branded-distribution models; familiar with retention, repeat order, forecast and SLA concepts. CRM/ERP knowledge is an advantage.
E - Experience
Around 5 years or more in Customer Service, Customer Care, Account Management, Sales Support or International Business; food, agricultural products, FMCG and export backgrounds preferred.
A track record of retaining customers, generating repeat orders, recovering lost accounts or growing volume from existing customers, beyond purely transactional order handling.
At least 1-2 years coordinating or supervising a team, or experience leading a team or cross-functional project.
Quyền lợi
Chế độ bảo hiểm
Du Lịch
Phụ cấp
Đồng phục
Chế độ thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
Công tác phí
Nghỉ phép năm
CLB thể thao
Thông tin chung
Nơi làm việc
- 28 đường số 06, KDC Him Lam, Phường Tân Hưng, Quận 7, TP.HCM