TRƯỞNG NHÓM DỊCH VỤ KHÁCH HÀNG (CUSTOMER SERVICE Sr. GROUP LEADER)

Mô tả Công việc

1. Follow up on sale orders and meet customers' satisfaction

• Supporting to work with PPC to confirm ETD of new order/ delay order to assuring shipping on time to customer
• Handling all issues happen during the production process in CS responsibility to make shipments on time and get customer satisfaction

2. Building and fostering customers relationships

• Visiting customers for the meeting to solve complaints, negotiate about deduction, join training courses, as well as periodic customer visits to strengthen customer relationships.
• Transfer the complaints/ wishes/ suggestions internally for improvements.

3. Negotiation with Customers

• Negotiate with customers to postpone the RTD of orders delay, issues relating to material & product quality.
• Negotiate with customer related to cancelled orders from customer.

4. Resolve customers complaints

• Dealing with customer/related departments (QC, PUR, PPC) to resolve issue relating to material quality to assure get customer satisfaction
• Supporting CS staffs to work with customer, PD, PUR, QC to solve issues related to Color swatches

5. Follow up on Key in Order

• Checking new customer information like brand, order volume, type of order, co-operation history with other customers in the same group (if have) …before handing over to CS staff.
• Resolving problems related to orders to assure orders can be keyed in system on time

6. Follow up on Sales Contract, Shipment, Payment and Inventory control

• Supporting CS staff to resolve complicated sales contract to implement order following law and regulation.
• Checking sales contract before CS staff sending to customer - Supporting CS staff to deal with customer to the sales contract confirm
• Tracking offset status of canceled orders that finishing or having inventory materials, pushing customers to arrange payment for canceled orders cannot offset following sales contract.
• Managing CS staff to work with WH/Logistic/Transportation company about shipment arrangement to assure shipping on time to customer

7. Others:

• Setting & Communicating Expectations to each team members help them understand well what superior expect from them.
• Identify and solving problem happen with the team or propose solution to manager if the problem is beyond the scope of resolution
• Collecting data and Updating weekly report

Yêu Cầu Công Việc

1.Education : College and above

2.Foreign language: English: Intermediate level 

3. Experience: At least 4-5 years of experience in the same level, understand the customer service and have relationships in footwear