Nhân Viên Dịch Vụ Khách Hàng (Customer Services Officer)

1. Order processing for local deliveries.
· Accept customer's orders, process them in SAP system and work with Supply Chain, Production departments to arrange deliveries.
· Work together with Sales person and customer to make sure the right ordering and timely delivery.
· Handle the changes to the customer orders.
· Release company's decision to customers.
· Respond to customer's inquiries timely.
· Liaise with Senior Customer Service Officer/Customer Service Manager to find solution for exception issues that require allocation/prioritize supply to customers.
· Coordinate with other related departments to solve customer's problems.
· Co-ordinate with sBU/ Inter-company, Shipping Department and customer to ensure the accuracy documentation and sending the shipping documents to customer timely.
· Preparing and checking a complete set of shipping documents for customer customs declaration according to international shipping regulations and company compliant.
· Same process of customer service level as above mentioned of local orders to over sea orders.
2. Assist the Senior Customer Service Officer in processing orders from customers when required.
· Process the Singapore direct orders and in-direct orders via VN Bonded warehouse as well as local trading orders.
· Liaise and co-ordinate with sBU/ Inter-company, Sales Dept and customer to make sure the oversea orders process and shipping schedule smoothly
· Co-ordinate with sBU/ Inter-company, Shipping Department and customer to ensure the accuracy documentation and sending the shipping documents to customer timely.
· Preparing and checking a complete set of shipping documents for customer customs declaration
· Manage the inventory and forecast for trading goods to local retail sales.
· Support Singapore's Finance and Customer Service Dept. in communication with customer.
3. Sales Forecasting, Product Supply prospects
· Update the Sales History Volume vs Forecast volume in abnormal cases.
· Coordinate with Sales persons and keep updating the sales forecast volume to Supply Chain department timely.
· Coordinate with Technical, Manufacturing, Supply Chain teams in term of operational KPIs - OTIF, DIO, Lead-time, logistics expense, projects...
4. AR management support and SAP Billing & Tax Invoicing
· Ensure all shipped goods are received in the SAP with the correct price.
· Ensure the goods posting is correct to provide to Supply Chain and Finance Dept for D/O and Billing posting.
· Support to Sales Dept and Finance Dept. on payment collection and customer communication timely and report over-due payment of direct/ indirect shipment.
· Check Customer Credit standing and communicate with sales personnel to resolve credit issues. Preparing the Customer Master data to open new customer account.
5. Price Quotation
· Checking with Sales Manager the new sales price tally with packaging size.
· Prepare price quotation worksheet according to customer's request.
· Get the Commercial Manager/ CS Manager to endorse the price quotation worksheet after approval and thereafter send it to the customer
· Cross check the selling price and input pricing in SAP system.
· Monitoring and Record Pricing Data according to authority approval per SMU guidelines.
6. Customer Service
· Give high levels of customer service to customer.
· Forward customer request/feedback timely to related departments.
· Overall monitor and report to the CS Manager on matters of customer service department.
· Coordinate and arrange sample orders for external customers in-charged as well as internal customers (Sales team, Technical Service team, etc.)
· Maintaining customer master data in SAP, CRM and other systems.
· Prepare Sales Contract and other sales agreement for customers in-charged.
· Returned order fulfillment: Arrange shipment for the approved return goods and process it in the SAP. Work together with Production Coordinator and FG warehouse -Supply Chain department and Finance to ensure goods are returned timely and accurately.
· Pro-active and respond timely the customer's complaint of HSE matter.
· Execute company's policies and guiding principles.