Customer Services Officer

Date: 25 Oct 2024

Location: VN

Company: Coats

Role Purpose

  • Deal with bulk and sample orders of allocated group of customer
  • Handle customer complain of allocated group of customer
  • Training eComm/ WBA for new customers/new users of allocated group of customer
  • Implement NPS survey of allocated group of customer
  • Handling customer request

 

Principal Accountabilities and Key Activities

Dealing with orders as per company policies, procedures and sales contracts with customers:

  • Receiving and input orders into system (non- eComm orders)
  • Contact with customer and confirm orders (non-eComm orders)
  • Follow-up and control the open bulk orders

Dealing with sample/DTM requirements of customers:

  • Receiving and input sample orders into WBA or SAP (non-WBA sample orders by customers)
  • Contact with customer and confirm orders
  • Follow-up and control the open sample orders

Handle customer complain including quality complain and non-quality complain

  • Receiving complain information, get sample and input information into SAP
  • Work with relevant Dept. to investigate the complain and find out the solution
  • Handle exchange goods/ compensate if any and communicate to customers

Training eComm/ WBA for new customers/new users

Handle customer’s requests

  • Sending delivery reports for bulk and sample orders to customers
  • Inform new promised date for late items at least one day in advanced

Check all information related to sales activities as company’s policies and procedures:

  • Selling price and new information of customer
  • Information of new product

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

  • Planning & Production : order processing
  • Sales Rep. : relationship with customers
  • CO: credit status of customers
  • FGWH: delivery
  • Lab: sample & DTM

Do other tasks as assigned by Line Manager

Education, Qualifications and Experience

Essential

Desirable

  • College Graduate
  • Good Communication
  • English (reading, listening, speaking and writing skill)
  • Microsoft Office Suite
  • China ((reading, listening, speaking and writing skill)
  • Technical skill