Primary purpose of the position
To provide customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner.
Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.
Weekly analyze supply overview for OEMs/AFM based on sales forecast to support inventory optimization.
Support Operation manager to manage the “Order to Cash” business process, and smooth communication.
1. Ensuring and providing quality service to external customers.
1.1 Contact customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints
1.2 Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
1.3 Check to ensure that appropriate changes were made to resolve customers’ problems
1.4 Responsible for collection of claims, and communicate with product manager about investigation results and any planned adjustments to feedback customer properly.
1.5 Refer unresolved customer grievances to designated departments for further investigation
1.6 Recommend improvements in products, packaging, shipping, service, or billing methods and procedures in order to prevent future problems
2. Capturing the voice of the customer & to communicate to the internal organization.
2.1 Facilitate the collection of competitive information in order to monitor business trends and opportunities
2.2 Advise internal staff of advertisements and campaigns that affect retention
2.3 Notify administration of any required updates of customer records on the organization’s internal database.
3. Reporting about Customer Service.
3.1 Maintain detailed call activity reports and provide them to the management.
3.2 Attend regular customer service departmental meetings.
3.3 Prepare, generate and distribute daily reports and order acknowledgements to appropriate personnel.
4. Responsible for Supply Planning process.
4.1 Supply overview analysis on weekly base, including all OEMs and AFM based on On Hand Orders & sales FCST.
4.2 Weekly order management and priority review with SL team. 4.3 Forecast error analysis report, closely work/communicate with sales team and demand planner, collecting reasons based on customer level. 5. Other reasonable tasks assigned by superior.
5. Other reasonable tasks assigned by superior.
Ability to empathize with customers
Good negotiation skills
Ability to work as a team and have the capability of learning quickly in a fast-paced environment
Initiative and problem-solving skills
Strong organizational skills to complete task on time and manage multiple priorities
Self-motivated and driven; high sense of responsibility
Can work under pressure
College diploma or above.
Excellent level of English language, both spoken and written
Excellent knowledge of Word, Excel & Power Point
Punctual, reliable and willing to work overtime when needed