Customer Service Manager

Job Summary:

Gardenline has a successful 30 years operating history, commencing in 1992 as a modest import and distribution operation to become one of the leading exporters of outdoor furniture. We are seeking a highly organized and efficient Office Manager to oversee the day-to-day administrative operations in our furniture business.

Objectives of this role:

• Maintain constant communication with managers, staff, and vendors to ensure proper operations of the company

• Develop, implement, and maintain the business operating protocols

• Increase the efficiency of existing processes and procedures to enhance the company’s internal capacity

• Ensure that operational activities remain on time and within budget

• Track staffing requirements, hiring new employees as needed

• Train all new onboard employees in their respective

Key Tasks and Responsibilities

• Lead, motivate, and support a small team within a time-sensitive and demanding environment, including career development plans for direct reports and problem resolution

• Manage data collection for the updating of metrics to achieve business growth targets, eliminate errors, and deliver excellent customer service

• Partner with cross-functional teams to improve internal & external communications

• Work closely with the compliance department to ensure all customer expectations are met.

• Conduct revenue reviews by customer & customer performance.

Details are:

1/ Sale Order Management

• Support and explain the invoicing related to account payable.

• Run Sales order forecast report. Per request from Sale Manager.

• Identifying AUD and USD SO, and direct to person in charge.

2/ Customer's Enquiry

• Leading CSO & Claim team- to evaluate claims and solutions to resolve issues.

• Make decision to proceed with credit claim or stock replacement with the Supply Chain Manager & Claims

• Coordinate directly with the sample team to plan shipping according to customer requirements.

• Complete documents for sample products.

• Assist, explaining & confirm account payable to pay on behalf of customers. (Testing, audit, shipping…. Other local fee)

• Work directly for special requests, regarding contract agreement. (shipping term & documents to support globe FTA...)

• Work directly with photographer and technical team to provide production spec and photo based on requests. VN Designer

• Directly support GLG CS team to answer all enquiries about production specifications and warranty for both VN and China products.

• Support service team for spare parts order and replacement components.

3/ Purchasing Data Management

• Support CSO on stock balance with purchasing history.

• Cross check the actual shipped QTY compare with PO in Capital and make adjustment to matching actual shipped QTY.

• Cross check imputed data entry team upload in Capital.

• Cross check weekly Purchasing balance (Stock & value), make sure each purchasing teams manual data, match with Capital data

• Support Account team for any variance or audit the data between actual supplier invoice and purchased order data in Capital.

• Support Account team for any variance in transactions or audit the data between accrual supplier invoice and purchase order data in Capital.

• Help GLG inventory duty matching data with GI Purchasing.

4/ Shipping Monitoring

• Direct and allocate replace / claimed products and spare part to appropriate shipping containers with the-Supply Chain Manager.

• Directly process and make decisions for transportation plans and execute related shipping documents, including input and output invoices

• Assist, explaining & confirming for any account payable related to shipping and transportation fee both onshore and offshore

• Evaluate and notify management of information related to the maritime export market, transportation cost savings, monthly shipping price report, and annual shipping cost assessments. Make a costing report on ocean freight prices annual.

• Directly advise and handle shipping terms

• Received fortnightly ocean freight quotations.

• Negotiation on freight quotes,

• Container Allocation volume for each individual forwarder.

• Directly coordinate with forwarder for any shipping issue from both locations.

5/ Administrative

• Support HR Manager for new onboard IT related setup.

• Advise them on staff business travel and visa.

• Directly Contact IT Support contractor to setup email, audit laptop.

• Decentralize access to data on the server.

• Procedure and KPI creation

• Claim procedure.

• Shipment cost and approval procedure

• Sample handle shipment procedure.

Knowledge, Education, Training: Bachelor’s degree in Business Administration, Management, or related field preferred.

Experience:

• Has a proven Managerial background Managing multiple office function

5 -10years.

• Managed a Representative Office for an international business.

• Has Managed or been a part of a Customer service team, working with International customers.

Abilities/ Skills

• Understands time Management and can work in a Fast Paced environment.

• Must Understand and can use ERP systems

• Have a high level of Excel experience.

• Must Understand Import & Export protocols.

• Willing to Travel Between HCMC to Quy Nhon.

• Computer Literate.