Customer Services Officer (Working at Bien Hoa, Dong Nai)

1. Order processing for local deliveries.

• Accept customer’s orders, process them in SAP system and work with Supply Chain, Production departments to arrange deliveries.
• Work together with Sales person and customer to make sure the right ordering and timely delivery.
• Handle the changes to the customer orders.
• Release company’s decision to customers.
• Respond to customer’s inquiries timely.
• Liaise with Senior Customer Service Officer/Customer Service Manager to find solution for exception issues that require allocation/prioritize supply to customers.
• Coordinate with other related departments to solve customer’s problems.
• Co-ordinate with sBU/ Inter-company, Shipping Department and customer to ensure the accuracy documentation and sending the shipping documents to customer timely.
• Preparing and checking a complete set of shipping documents for customer customs declaration according to international shipping regulations and company compliant.
• Same process of customer service level as above mentioned of local orders to over sea orders.

2. Assist the Senior Customer Service Officer in processing orders from customers when required.

• Process the Singapore direct orders and in-direct orders via VN Bonded warehouse as well as local trading orders.
• Liaise and co-ordinate with sBU/ Inter-company, Sales Dept and customer to make sure the oversea orders process and shipping schedule smoothly
• Co-ordinate with sBU/ Inter-company, Shipping Department and customer to ensure the accuracy documentation and sending the shipping documents to customer timely.
• Preparing and checking a complete set of shipping documents for customer customs declaration
• Manage the inventory and forecast for trading goods to local retail sales.
• Support Singapore’s Finance and Customer Service Dept. in communication with customer.

3. Sales Forecasting, Product Supply prospects

• Update the Sales History Volume vs Forecast volume in abnormal cases.
• Coordinate with Sales persons and keep updating the sales forecast volume to Supply Chain department timely.
• Coordinate with Technical, Manufacturing, Supply Chain teams in term of operational KPIs - OTIF, DIO, Lead-time, logistics expense, projects…

4. AR management support and SAP Billing & Tax Invoicing

• Ensure all shipped goods are received in the SAP with the correct price.
• Ensure the goods posting is correct to provide to Supply Chain and Finance Dept for D/O and Billing posting.
• Support to Sales Dept and Finance Dept. on payment collection and customer communication timely and report over-due payment of direct/ indirect shipment.
• Check Customer Credit standing and communicate with sales personnel to resolve credit issues. Preparing the Customer Master data to open new customer account.

5. Price Quotation

• Checking with Sales Manager the new sales price tally with packaging size.
• Prepare price quotation worksheet according to customer’s request.
• Get the Commercial Manager/ CS Manager to endorse the price quotation worksheet after approval and thereafter send it to the customer
• Cross check the selling price and input pricing in SAP system.
• Monitoring and Record Pricing Data according to authority approval per SMU guidelines.

6. Customer Service

• Give high levels of customer service to customer.
• Forward customer request/feedback timely to related departments.
• Overall monitor and report to the CS Manager on matters of customer service department.
• Coordinate and arrange sample orders for external customers in-charged as well as internal customers (Sales team, Technical Service team, etc.)
• Maintaining customer master data in SAP, CRM and other systems.
• Prepare Sales Contract and other sales agreement for customers in-charged.
• Returned order fulfillment: Arrange shipment for the approved return goods and process it in the SAP. Work together with Production Coordinator and FG warehouse -Supply Chain department and Finance to ensure goods are returned timely and accurately.
• Pro-active and respond timely the customer’s complaint of HSE matter.
• Execute company’s policies and guiding principles.