Customer Service Coordinator

JOB TASKS
Purpose
This position follows established procedures to manage order-to-delivery process and supports payment collection thereafter. It serves as the link between OEMs and local brand customers, production partners (Suppliers) and other Trillora teams, to ensure order on-time delivery with good quality and provide customer service.
• Work with dynamic team and will directly report to your supervisor at Trillora Hai Phong Office.
• Received new requirement/development from customers by email, then reach to Project/sales team for checking & follow up to get back to customers.
• After business confirmation, attend Project Handoff meetings to receive, digest and verify all information related to the coming orders, and preparations.
• For new customers, gather related information and manage new customer set-up in the system (D365). Provide information to customers per their request if they are setting up Trillora as a new vendor on their side too.
• Receive Purchase Orders (PO) from customers through online system E-Portal and/or Email. Double check PO details and enter data into the system to ensure all transactions are captured timely and correctly in system. Ensure data accuracy.
• Encourage customers to use our online system E-portal to place order, training to customer about E-portal online order.
• Review and check payment terms on PO, follow up on payment terms carefully and correctly.
• Issue Purchase Order to the designated Production Partners (Supplier) in the system. For every first order, copy all internal function teams to report status and allow QA follow up.
• Get Delivery Time confirmation from Supplier. Communicate between Supplier and customer for urgent / special delivery requirements and get consensus on Delivery Time from all sides.
• Track order status on system, follow up timely and proactively with open orders, work with Suppliers, Customers (OEMs), and internal function teams to prevent delivery issue or quality issue. Knows when to flag and escalate.
• For claims/complaints that have occurred or cannot be prevented, share information as early as possible. Work with QA and Technical team to assess and identify root cause and resolution, communicate with customers and Suppliers on claim issue, involve Sales where necessary. Process penalties in system after penalties are confirmed and communicated, copy Sourcing, QA and Sales and Finance team.
• Provide necessary support to customers and Suppliers for transportation/logistics arrangement for both domestic and export orders.
• Track, collect and check delivery reports from Suppliers regularly. Follow up on discrepancies and errors. Upon receipt of correct Delivery Report, update system to allow Finance to create invoice to customers.
• Work with Finance collaboratively on new customer set-up, documents audit, credit limit checking and pending payment & inventory issues. Support Finance team to verify AR and AP data for payment collection on monthly basis. Get support from Sales team for challenging collection cases.
• Sort out and consolidate Delivery Reports according to business nature and pass to Finance department for reconciliation.
• Create and maintain Tracking Report when requested, enter order-related details into Tracking Report timely and correctly.
• Other duties assigned by Supervisor and Manager.