Customer Service Representative

Job Description

• Manage and monitor customer satisfaction during and post build

• Using internal knowledge to response to customer and dealer questions/ enquiries.
• Ensure new boat order process is running smoothly without mistake after receiving orders from sales team:
  • Enter order into Pheenix, Salesforce and CWS file
  • Export BOM and present for Production team to review and approve.
  • Issue work order for related teams
  • Follow up with customers/ dealers make sure built spec is all filled out which included color selections, equipment location…
  • Update orders with new variations (if any). Make sure that any changes be updated to production team as soon as possible.

• Issue invoices and collect stage payment and final payment prior shipping. Update cashflow and keep record of received payment.
• Ensure production status is formally updated to customers/ dealers on a monthly basis.
• Coordinate with import/export to organize shipping and keep good communication with dealers/ customers.
• Ensure material cost and labor cost are recorded against each boat order.
• Ensure boat information such as boat name, engine numbers, hull number are recorded against each boat
• Ensure all orders are shipped with correct paperwork and documentation. This includes loading soft copies of manuals to USB and delivering to production team to be loaded with the boat.
• Prepare International registration for local launches and coordinate with export department, local stakeholders and local authorities to enable successful launches
  • Communicate this process with the customer on approach to launch and prepare their expectations and requirements prior to departing from their home country.
  • Coordinate the delivery with the export team, make sure that they have accurate information for planning.

• Receive, record, solve and report all warranty cases
• Ensure all warranty cases are closed in a timely manner and customer satisfaction remains as high as possible
• Take required actions to remedy outstanding warranty cases
  • Present cases to managers for review, instruction and approval
  • Provide customers with support by using the internal knowledge of the management team to help solve issues
  • Record costs against all cases for reporting purposes
  • Record “solutions” in salesforce which can be referred to by dealers, internal staff or customers (in future) in repeat cases
  • Contact & arrange for the warranty to be fixed either by external supplier or internal staff.

• Report all warranty issues to the production team and where required record agreed action plans to be followed by the production team to prevent reoccurrences

• Generate reports per request of BOD.

• Any other projects as required by the Customer Service Manager to better the overall profitability of the company
• Ensure satisfactory level of additional options revenue.

Job Requirement

• Major in Business Administration, Accounting, International Business, Commerce... .
• Fluent in Vietnamese and basic English.
• Knowledge of html is a plus.
• Personal skills, time management skills and task management skills.
• Can-do attitude, urge in learning and development, especially in adapting new software and systems.
• Eyes for details and good organization skills.
• High sense of discipline and confidentiality.
• Ability to work in multicultural teams