Customer services

Job Purpose & Scope 

The Customer Service Manager is to ensure a customer will receive a quality of products on time.   He/ She led and motivate a team of staff to ensure they’re giving the best customer service possible.  And, be expected to know the company’s products and policies and be able to communicate to the customer and staff.  The challenging of this position is to achieve the customer’s commitment and satisfaction.

Key Result Areas

• Managing and supporting customer service staff to achieve the individual and business goal
• Ensure the customer’s order are followed the Contact Agreement and processed effectivel
• Maintain the relationship with customer, and ensure that all confirmed orders are processed, delivered effectively and satisfies
• Service level & response time
• Sales Order process accuracy

 Key Responsibilities & Job Content 

• Managing and supporting customer service staff to achieve the individual and business goal
• Ensure the customer’s order are followed the Contact Agreement and processed effectively
• Review an accuracy of sales order entering to the system, such as price, payment terms, and other conditions, etc.
• Ensure that all information updating to the customers are corrected and making the customer understand
• Ensuring all customer complaints and problems are solved in the right way, right time and satisfied
• Monitoring and ensuring availability of products stock for both domestic and export customer is ready for shipment
• Ensuring the customer's orders are delivered completely, then keeping all related documents in file
• Maintain the relationship with customer, and ensure that all confirmed orders are processed, delivered effectively and satisfies
• Coordination with Warehouse, Logistics, Production Planner, QA and Production department to achieve the customer's requirement and on time delivery
• Capable for Export Quotation preparation.
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
• Continue to develop and retain high quality employees and reward based on values.
• Encourage learning organization within own department to secure continuous improvement while maintaining the respect for staff relation.
• Developing customer service procedures, policies and standards
• Meeting with other managers to discuss possible improvements to customer service
• Fully contribution on special or assignment time to time from directed superior

• Bachelor’s degree or higher in Marketing or Business Administration or other related fields. 
• 3+ years’ experience in Customer Service or Sales & Marketing, the technical specification in insulation or related industry will be an advantage
• Ability to work independently with minimum supervision.
• Skill in computer usage.
• Ability to work in a teamwork scenario
• Skill in problem solving and decision making
• Written and spoken English Language to a business level