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.