Customer Services Officer

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