Customer Service Representative

COMPENSATION AND BENEFITS:
• Salary: Competitive salary
• 13th monthly salary/ attractive monthly performance bonus.
• 16 annual leave days per year plus extra company holidays (Chris mast leave...)
• In and outpatient Insurance (maternity, surgeon, 24/24 accident Insurance,)
• Compulsory insurance will be borne by company
• Trade Union Benefit: Wedding, Give birth, Birthday Gift, Tet Gift...
• Take part in yearly CSR activities.
• Online training system available.
• Working hours: Monday to Friday.
JOB DESCRIPTION:
The RMS Customer Service Representative (CSR) for Crown Worldwide is the person who interacts with the client on a day-to-day basis. They are the compassion and the voice of Crown Worldwide and therefore require a certain level of patience to be successful in serving clients and in ensuring the highest scores for RMS TQQS ( RMS System). The main responsibilities that would be expected fall under the following areas and include related new tasks if not mentioned here.
Daily Tasks:
• Handle any Work Orders/Service requests/all questions or complaints from clients promptly.
• Communicate with the Warehouse Manager to process Work Orders correctly.
• Corporate and give timely support with supervisors and Team with advice and correct information on the service requests from clients so that they can complete their tasks successfully.
• Uploading and/or updating box information details into the account for clients as needed.
• Create system invoices for clients.
• Update Account Information in the account in the system, such as Authorized Signatory Form, changes in company name or business address.
• Email Job Schedule to in charge persons, upload all work orders created in the day into RS Mobile scanners for supervisors' proceeding their tasks the next day.
• Check Exceptions on the system and fix them by the end of the working day.
• Manage the documentation of RMS Customer Service in scientific and professional order and indexing.
• Support Sales Team members when they need general information of the accounts.
Billing/Invoicing: Monthly & Quarterly
The billing/invoicing process will be performed at the end of the month and during the first four days of the following month. Invoicing Accuracy and On time invoicing are the two critical factors in Invoicing KPIs as per the RMS TQQS. During billing/invoicing process, CSR will perform the following tasks:
• Double check on the accuracy of Work Orders and services provided to clients during the month.
• Adjust the billing amounts if there is any difference from the system invoice and recorded figures in reality.
• Upload invoices and distribute invoices to GP system for Accounting's process.
• Create manual invoices for services whose rates are not available in the Account Transaction.
Reporting Activities:
• Generate inventory reports for clients when they have requests.
• Report to Manager related to RMS accounts.
• Timely report to Manager on any requests or problems from clients that goes beyond CSR's knowledge or authority to deal with.
Crown Core Values:
• Determined
• Caring
• There
• Open-minded
• Sharing