Customer Service Officer

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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.
• Perform other duties as required.