Customer Service Representative

1. Deal with orders and arrange shipment of allocated group of customers by following procedure related to CS activities.

       2. Quickly respond to customer requests and enquiries by coordinating with internal departments.

• Dealing with bulk orders as per company policies, procedures with customers

a. Enter orders into system and communicate ETD with customers (offline orders)

b. Manage to revise or cancel orders as per customer’s requests and corresponding company policies and good practices

c. Monitor and track orders to ensure they are processed successfully internally to meet customer delivery requirement

d. Communicate proactively, accurately and timely to customers when orders are not processed successfully or fail to deliver as per customer’s requests due to customer issues or internal reasons where needed

• Dealing with sample/DTM requirements of customers

a. Enter sample/DTM request into online sampling platform and communicate ETD with customers (offline orders)

b. Contact with customer and confirm orders (offline orders)

c. Coordinate with functional teams (Commercial, Sales Support, Lab, Planning, Supply Chain, Warehouse etc…) to ensure customer sample requests are executed and delivered as sampling service lead time

• Promote and support customer self-service of Coats digital tools

a. Support customer digital adoption by selling the benefits and providing training to customers of the established digital tools

b. Manage customer enquiries of the use of digital tools and troubleshoot customer issues, escalate and follow up with respective functional teams to sustain / enhance the use digital tools by customers

• Arranging shipment where needed
• Customer Complaint Management

a. Receive and enter customer complaint into SAP QM

b. Coordinate and collaborate with internal functional teams (Commercial, QA, Warehouse etc…) in responding and resolution of complaints in speed

c. Manage returns, goods exchanges to close customer complaints in compliance to internal policies and best practices

• Maintain good communication with related function to achieve good support for CS activities

a. P&S: order processing

b. Sales Rep: relationship with customers

c. CR: credit status of customers

d. WH: delivery

e. Lab: sample and DTM