Customer Services Specialist (Commercial Operation)

Our Company reflects the diversity of our employees. At TotalEnergies, the wide variety of talents drives our competitiveness, our ability to innovate, and our attractiveness. Therefore, we welcome differences in age, disability, gender reassignment, pregnancy/maternity, race, religion, beliefs, sex, sexual orientation, and family/parental status. We believe Diversity makes us better.
*ACTIVITIES
- Key Interfaces: Sales & Marketing, Operations, Logistic, Warehouse, Finance department.
- Work as frontline: Responsible for receiving customer complaints/feedbacks/requests then coordinating with internal functions to ensure customer issues/complaints/queries are resolved and communicated back to customer(s) in a timely manner. Escalate issues promptly to Line Manager in critical and important cases.
- Responsible for providing information/advice relating to products, distribution area, segments, payment, Sales/Marketing programs, Sales policy, Customer Service Procedure... to customer(s) including distributors in prompt manner and in compliance. Make sure which relating information is allowed to be shared or not.
- Responsible for proceeding sales orders accurately, timely. Proactively approach to the internal functions to ensure that an order is delivered successfully in compliance and with commercial mindset. Solve arisen issues during proceeding order such as special price, payment transfer notification, inventory, logistic, invoice, [protected info] result-oriented mindset.
- Refer closely to Sales forecast, Marketing promotion, Stock, Lifting plan, Upcoming plan, product allocation when process Sales Order.
- Provide full COO-COA following customer request - Be Coordinator of CS team for this task.
- Monitor pending orders, sales orders, goods shortage status and report to S&M VP, Line Manager and inform related RSM and Head of Sales to ensure that the volume can be managed.
- Set up data/logbook to follow up, manage customer service activities and report in need: Special price, Inventory tracking, sales order logbook, complaint status list, customer information, COO-COA, COGs, Sales contract, Order quantity, volume, letter to Customers/DP
- Contribute to update Customer Service procedure. Understand and follow up all Customer Service procedures. Ensure Customers service activities are implemented accordingly.
- Provide customer information for Sales team to prepare Sales contract. Follow up till Sales Contract is signed and effected. Manage hard and soft Sales Contract, Annex. Tracking the expired date of the Contract for re-signing or liquidation. Especially, closely follow up contract for new customer account.
- Have strong customer-oriented attitude, "can do" behavior, coherent communication, logic thinking when work with internal and external customers. Can work under high pressure, multi-tasks. Quickly adapt to changes/new concepts. Well- perceived, analyze and treat information. Open minded and teamwork for high efficiency.
- Provide data/documents/information for auditing in requested
- Back up for team member in case, some ad hoc case.
- Fulfill other tasks and/or assignments requested by the manager and/or the board of management.
*ACCOUNTABILITIES
- Flawless execution of all Sales order and customer inquiry processes and sub-processes.
- Ensure customer experience is positive
- Always act in professional manner and maintain a strong business relationship with assigned customers.
- Understand and comply with all TVL policies
- Practice and promote safety controls- Integrity, Customer Care efficiency and continuous process improvement.