Customer Service Representative (Plastic), Ho Chi Minh, Viet Nam

Company Profile:
Executive recruitment company Monroe Consulting Group Vietnam is recruiting on behalf of a truly global chemical company with a long-lasting history and sustainable development. Our highly respected client is seeking for a highly competent candidate with 3-6 years in customer service for the role of Customer Service Representative. The job is based in Ho Chi Minh, Viet Nam.
Job Summary:
The Customer Service Representative is responsible to act as local points for external customers in regard to their requirement of products, deliveries, information, service and complaints related to their orders, which leads to a continuous business relationship. To maintain and focus on quality improvement of operations and customer satisfaction, the responsible person has to coordinate with related internal functions/department such as CSR HQ, sales, planning, warehouse, logistics, QC etc., to ensure effective order processing and shipment as well as related documents deliver to customer on time in full.
Apart of core responsibilities of CSR under SCM, CSR at branched office is required to perform other local office administrative service tasks such as support administration, human resource, finance & accounting, information technology function to coordinate with their agent/vendors/suppliers related to their scope of works
Job Responsibilities:
• Manage on product and quantity for transfer inventory and MSL, and prevent any foreseen problem in production planning, goods transfer or inventory.
• Ensure that payments have primary attention by customers and are executed at the agreed date in coordination with the Accounting Department of HQ and Sales Representatives.
• Verify/correct commercial documents in Vietnam if there is any discrepancy and report discrepancies to the Accounting Department of HQ if wrong documents have been sent to customers or impact on regulation.
• Manage import-export, logistics and office issues in Vietnam offices & Singapore Warehouse service to ensure that business in all branch offices are functioning well.
• Respond to any inquiry concerning products, pricing, delivery and payment terms, order status, invoice inquiries and credit notes.
• Make sure the pricing is updated and prices controlled before processing the orders. Inform the respective salesperson about delays in deliveries or inaccurate information received from the customers.
• Operate the Order Entry System according to the defined quality operations and ISO procedure. Process and confirm customer orders by taking commitments on the basis of inventory or production confirmed possibilities.
• Follow up on the progress of orders and immediately inform customers about any expected delay / problem or relevant internal people about changes in orders.
• Make proper follow-up of all open orders in order to make sure other internal departments have all the needed and accurate information for being efficient in their tasks.
• Make sure right products are shipped on-time with the details conforming to shipping documents and customers' requirements. Administrative follow-up of shipments and documentation input for daily invoicing.
• Ensure that customers receive shipping documents before the arrival date or can clear goods from the destination to their places.
• Maintain active customer database to ensure that any customer's order/request will be correctly processed even in emergency situations. Archive customers that are not any more active in our business. Keep corporate filing updated daily. Maintain clear and updated backlog daily.
• Ensure that all customer's requests and possible complaints are properly analyzed by issuing the relevant customer specification / service request or by communicating with them. Establish a dialogue with CSR Supervisor at HQ to ensure that customers' issues are fully understood and satisfied.
• Take care of the customer's problems, issues and requests and either directly solve them or pass them on to the responsible function for their resolution.