Customer Services Officer - supply chain (hcmc brewery, dist. 12)CÔNG TY TNHH NHÀ MÁY BIA HEINEKEN VIỆT NAM

Mô tả Công việc
Purpose of the job: Receive, proceed and resolve customer orders, inquiries or complaints, and maintain accurate tracking in the customer service systems, in order to deliver timely and high-quality solutions.
Job summary: The CS officer is responsible for:
Order Management - processing incoming/outgoing orders
Inventory management - allocation controlling & order release upon stock availability
Credit check - follow up & proactively remind Distributor on overdue
Transportation management - truck booking & follow up delivery
Receiving & resolving the RQC
Job responsibities:
Handle and process customer orders, inquiries and questions, according to internal processes and work instructions
Receive and handle customer complaints, monitor and evaluate the resolution process, in consultation with relevant stakeholders
Track and monitor customer orders, inquiries and complaints in the customer service systems, according to key indicators (e.g. service level, costs)
Uses TPM methodology and Customer Value Pillar as tool-kits for continuous improvement.
Administer and document customer orders, inquiries and complaints (e.g. enter data into standard company systems), in accordance with established procedures
Identify and exploit cross- and up selling opportunities with existing or new customers and/ or forward these to Sales Representatives or Account Managers
Coordinate and supervises activities in assigned team, in line with commercial guidelines and procedures