HCMC - Customer Service

1. Customer service •Manage a customer service team to ensure the service quality delivered to clients •Strategizing and monitoring daily activities of customer service operation. •Maintain a strong relationship with existing and potential clients, listen to and resolve complaints •Investigate customer issues/problems and create mutually beneficial solutions. •Performing additional duties where needed 2. Service center operation •Owns HCMC Customer Center, staffing, organization structure and results: Order completion within target time/output at Service Center WH and Contractor, Inventory and IRA, Front Desk, Orders/Employee and Over Time •Ensures that there are sufficient catalogues, brochures and blank invoices and any other service center stationary Inventory available. •Ensure that obsolete/damaged product are scrapped after approval from Operations Leader and Novosibirsk •Tracks Service Center KPI results linked to Monthly Bonus Performance Payment system, communicate progress/gaps to service Center Employees •Owns the code of conduct/behavior standards compliance by our employees towards our clients including proper dress code by our front desk employees. •Owns administration for attendance, security and janitorial services •Ensures that front desk owner deposit cash in bank on regular frequency •E-shop order handling at contract facility. •Analyses & monitors current and future E-shop/On line order locations and courier cost, identifies opportunities to expand current on-line order handling service centers to those places with a high order/delivery density, identifies short term opportunities to transition to bulk order deliveries to central point's handling further distribution by courier. •Monitor Courier performance against delivery, cost and quality KPI's •Ensure FIFO System is in place and followed, tracks expiry date of inventory, notifies 3 months before inventory reaches expiry date. •Check/Monitor invoices.