* Authority &Responsibility:
- Responsible for customer service within the Sales Department and ensuring the company or corporation delivers the highest level of customer service possible.
- The responsibility of this position is to maintain good relations with existing customers to ensure quality of service and revenue goals of the company achieved.
- Coordinates with other departments to ensure high level of sales, quality and customer satisfaction.
- Implements sales strategies in conjunction with sales personnel. Maintains customer service policies and procedures.
- Track and confirm customers' demand to ensure time on-time delivery.
* Job Description:
- Work with the customers to handle their requirements.
- Coordinate with technical staff to propose ways to improve the product to the customer if required.
- Implements effective procedures and policies with management that are customer-focused.
- Regularly conducts scheduled meetings as necessary to discuss issues, present informational updates, introduce policies, conduct training, and address specific needs.
- Ensures telephones are answered on a timely basis and all customers are called back as requested.
- Ensures accurate entry of all orders.
- Get to the sampling requirements from customers and arrange delivery service timely.
- Identifies and tracks key customer metrics for efficiency and effectiveness (i.e. call volume, customer satisfaction responses, on-time delivery, etc.).
- Regularly updated information, new requirements from customers to support other departments to implement the procedures.
- Support other departments to contact with customer, technical support, and process group to examine a number of unclear information about programs related to orders.
- Coordinate with the departments involved in order processing to find the root cause and how to fix it when legitimate complaints from customers.
- Conduct an annual customer satisfaction survey with analysis report and follow-up action.
- Coordinates with Manufacturing Manager, Production Control,
Engineering Manager and others as required on problem resolution or sales challenges.
- Seeks win-win solutions that benefit both the customer and the company.
- Communicates with customers independently or in coordination with the sales person.
- Supports the sales force in their mission of growing the business.
- Responsible for timely issuing, reporting, authorizations of invoicing.
- Establishes and monitors customer service performance standards.
- Develops and maintains order management plans for key customers.
- Manages return goods, and service programs.
- Develops processes to identify customer problems and resolve them expeditiously and efficiently.
- Responsible for effective response to customer requests.
- Responsible for monthly, weekly reports to higher level.
- Perform all other duties as assigned from time to time.
