Tuyển dụng Customer Service Officer

1. Order taking

• Receive order, check order, credit status - payment plan and raise reques for release for ensure customer orders are processed smoothly and timely
• Create Sales order, create/ update delivery order accuracy as customer request and approved for release
• Checking ETA, arrange to delivery and resolved problems if any in professional way
• Well manage customer sales orders (including rebate by SO, free bag accumulate payback SO)/ Delivery order for create added value to customer through ensure credit availability accuracy as well as customer’s vehicle can pick up cement, drymix at out plants smoothly
• Provide information as customer request: credit status, volume etc timely…

2. Credit release mgt

• Update credit status & inform due date amount/date accuracy to customer and remind them to pay on time for getting incentives and avoid overdue charge
• Proactive to check customer payment credited in our bank account, coordinate with AR team for clear billing timely for ensure next customer orders are processed smoothly
• Well follow up actual payment vs plan, proactive to alert if customer failed payment as well has high overdue
• Coordinate with sales for high over credit limit/ overdue cases, discuss with customer for come up to win-win solution which balance with release quantity needs
• Prepare Reminder letter according to guideline of credit control policy
• Schedule to reject unused Sales order, expired DO for exsure credit availability accuracy

3. Well handle customer experience during O2C

• Well interaction with customer via phone/ email to clarify & understand customer needs/ requirement/ complain if any carefully with the very good customer service manner
• Proactive to coordinate with relevant cross functional team to discuss, investigate and suggest solution for approval or escalate to the right team to solve timely
• Request during & after dispatching: split sling Delivery order, delivery service at peak time, swap sales, sales return: well coordinate with relevant team and customer to complete requirement from end to end process including approval documents/ emails, VAT invoice and minutes of sales return
• Plan to visit customer/ market for more understand customers and our product, market

4. O2C Process improvement

• Continous to review and propose improvement ideas for more automation process with support by systems/ digital
• Proactive to report system bug/ error for fixing or to have alternative solution timely
• Contribute to the Customer care’s Knowlegde databases by sharing experience with customer in your working shift
• Promote customers to order via inseeconnect web/apps

5. Reports

• Well hand over report notes after end of working shift
• Fullfil required reports as assign from time to time