Customer Service Officer

Mô tả Công việc
I. Order Management
· Receives and reviews customer's proposed order. Evaluates the volume of the order and mode of shipment.
· Acknowledges to customer the acceptance of their order and, if required, issues Order Acknowledgement with projected shipment schedule, down payment / LC requirements. Informs that customer of the volume and makes sure that shipment mode is agreed (including container size). Checks with customer if there are special instructions about the shipment like ship together and required shipping intervals.
· Make sure that all references are in place before releasing the orders to MPG (FSD, Teck Pack, FSD for components, and finish panels)
· Places confirmed order and submits Purchase Order (PO) to factory to commence cutting.
· Monitors the progress of order regularly in close coordination with Master Planning Group (MPG) Department and keeps the customer updated.
· Monitor orders with Customer Own Materials (COM) to ensure that materials will be in factory 5 weeks before the scheduled shipment. Ensures proper item number set up and disseminates all necessary information to Upholstery, RDD and MPG.
· In case of cancellation of order, communicates with MPG if possible to cancel and ask for management's approval to cancel.
· Ensures that orders are placed with the required Minimum Order Quantity.
· Forwards & makes recommendations on any Order Management related issues to CS Manager for review, comments & approval.
II. Shipment/ Sales Handling
· Responsible in generating and disseminating Order Acknowledgement to all concerned departments.
· Monitors status of Letter of Credit (LC) or cash payment to ensure that there will be no payment problems before or during or after shipment.
· Places & deducts shipment in the system to ensure correctness of customer's outstanding orders.
· Prepares invoice and bills customer.
· After shipment, advise customer as soon as possible of shipping details and monitors flow of shipping documents to ensure timely receipt and clearance of goods by customers.
· Prepares and releases original shipping documents (Invoice, Packing List, Bill of Lading, Certificate of Origin, etc) to customer or their broker once the money is credited to our account (for payment of balance). This task includes close coordination with Import & Export Department & Accounting Department.
· Does outstanding order reconciliation with the customer regularly.
· Monitors outstanding order (by customer & by factory) and alerts customers and CS Manager if it is at critical level.
III. Other Services
· Attends to customer's inquiries & requests and sees to it an immediate and accurate response is delivered.
· Attends & monitors customer complaints and, if required, arranges quickly & fairly credit or replacement for valid claim.
· Disseminates quality related issues to Quality Control (QC ) Department for review, rectification and dissemination to respective Production Departments & outside suppliers.
· Responsible to disseminate to factory any special requirements requested by customer, like box labeling and others.
· Prepares necessary reports needed by customers from time to time.