CUSTOMER SERVICE SPECIALIST

Job Description

The Customer Service Representative (CSR) at Ly Gia Vien plays a vital role in ensuring a smooth customer experience from post-deal closure to full account activation. In addition to managing onboarding, CSRs handle key sales support tasks including quotation creation, contract processing, and PO coordination. This dual-function role bridges client communication, internal execution, and administrative accuracy to deliver excellent customer service and operational continuity.

Client Onboarding & Project Management:

• Lead the onboarding of new clients post-sale, acting as the primary point of contact.
• Coordinate delivery, installation, and training schedules with logistics, consultants, and product teams.
• Track onboarding milestones and ensure a timely go-live.

Quotation, Contract, and PO Administration:

• Prepare and send formal quotations based on pricing guidelines and product configurations provided by the BDR or AE.
• Collaborate with the legal/contracting team to generate customer contracts and follow up on approvals.
• Receive, verify, and process purchase orders from clients.
• Ensure documentation is complete, accurate, and logged in CRM/ERP (Salesforce/SAP HANA Growth/Oracle NetSuite).

Customer Relationship Support:

• Provide proactive updates and clear communication throughout the onboarding and fulfillment stages.
• Address customer concerns or inquiries related to delivery, contract status, or documentation.
• Escalate any issues or delays to the appropriate internal stakeholders.

Internal Collaboration & Reporting:

• Liaise with finance, warehouse, and sales teams to ensure orders are fulfilled smoothly.
• Maintain up-to-date records of onboarding status and client documents in CRM.
• Prepare the account for seamless handoff to Account Executive (AE) for long-term relationship management.
• Prepare sales reports and presentations for internal and external stakeholders

Job Requirement

Proven 2-4 years of experience in Sales Admin, Sales Support, Services Admin, Customer Service roles.

Experience with CRM and ERP systems (Salesforce, SAP HANA, or Oracle NetSuite preferred).

Strong administrative skills with accuracy in handling contracts, pricing, and orders.

Familiarity with the culinary, hospitality, or kitchen equipment industry is an advantage.

Excellent data analysis and customer service skills. Proficiency in written and verbal communication.