Customer Service Officer (Temporary Term 6-Month contract)

KEY RESPONSIBILITIES AND DUTIES
1. Customer care
- Responsible for delivering world class customer service to our customer base.
- Inputting Customers order requirements onto computer system in time to meet particular production and delivery schedules.
- Key Account Management approach to various aspects of very busy Customer Service Department including imports.
(Process and co-ordinate overseas orders, cross checking import documents for customs clearance and delivery)
- Deal directly with customers by telephone, electronically.
- Respond promptly to customer enquiries and requests.
- Handle customer complaints in conjunction with Quality department
- Conversion of client order details to internal production information requirements.
- Detail entry with production scheduling sector
- Liaise with "Customer Technical Services" for product knowledge and application upgrade for correct order interpretation and customer advice.
- Educate customer to product lead times.
- Participate in continuous improvement programs and any training necessary to the position.
- Liaising with Roofing/Cladding contractors, Architects, building contractors, prestige customers when necessary.
- Complete management of customer accounts
- Communicate and coordinate with internal departments to ensure on time delivery in full.
2. Documentation handling
- Responsible for dealing with import and export process/ documentation.
(liaise with freight forwarder regarding documents and customs declaration, check HS code, contract, invoice, packing list, L/C, related documents, including documents for C/O application, quality inspection of goods if any......)
- Process and co-ordinate overseas orders, cross checking import documents for customs clearance and delivery
- Keep contact with customer/supplier/forwarder to solve trouble happen.
- Follow up payment status and shipping schedule with internal party.
- Collect/ monitor and check all contracts and import - liaising with freight forwarder for export documents/ receipts related to all matters of Customs Report.
- Make sure truthful, accurate and timely reporting of data.
- Knowledgeable in ISO documentation preferrable but not necessary, training provided.