TRƯỞNG NHÓM DỊCH VỤ KHÁCH HÀNG (CUSTOMER SERVICE Sr. GROUP LEADER)

Mô tả Công việc
1. Follow up on sale orders and meet customers' satisfaction
Supporting to work with PPC to confirm ETD of new order/ delay order to assuring shipping on time to customer
Handling all issues happen during the production process in CS responsibility to make shipments on time and get customer satisfaction
2. Building and fostering customers relationships
Visiting customers for the meeting to solve complaints, negotiate about deduction, join training courses, as well as periodic customer visits to strengthen customer relationships.
Transfer the complaints/ wishes/ suggestions internally for improvements.
3. Negotiation with Customers
Negotiate with customers to postpone the RTD of orders delay, issues relating to material & product quality.
Negotiate with customer related to cancelled orders from customer.
4. Resolve customers complaints
Dealing with customer/related departments (QC, PUR, PPC) to resolve issue relating to material quality to assure get customer satisfaction
Supporting CS staffs to work with customer, PD, PUR, QC to solve issues related to Color swatches
5. Follow up on Key in Order
Checking new customer information like brand, order volume, type of order, co-operation history with other customers in the same group (if have) [protected info] handing over to CS staff.
Resolving problems related to orders to assure orders can be keyed in system on time
6. Follow up on Sales Contract, Shipment, Payment and Inventory control
Supporting CS staff to resolve complicated sales contract to implement order following law and regulation.
Checking sales contract before CS staff sending to customer - Supporting CS staff to deal with customer to the sales contract confirm
Tracking offset status of canceled orders that finishing or having inventory materials, pushing customers to arrange payment for canceled orders cannot offset following sales contract.
Managing CS staff to work with WH/Logistic/Transportation company about shipment arrangement to assure shipping on time to customer
7. Others:
Setting & Communicating Expectations to each team members help them understand well what superior expect from them.
Identify and solving problem happen with the team or propose solution to manager if the problem is beyond the scope of resolution
Collecting data and Updating weekly report