KEY ACCOUNTABILITIES
1. Order Management
Adds value to the customer and the company through the order management process
- Prioritize customer orders, according to strategic importance and commercial guidelines
- Balance the acceptance of new orders with overdue
- debt, according to written policies
- Help balance clients’ needs with production and logistics efficiency
- Monitor deviations and exceptions Follow up on critical customer orders
- Embed the service and credit policy within the order management process
- Identify improvements to increase the quality and efficiency of order entry and order acceptance process
- Handle claims, market returns and refusals in a timely and efficient way
- Report order management KPIs to relevant
- stakeholders
- Implement a process oriented towards meeting customer service targets
- Collaborates with Finance to improve the credit check process
2. Customer Service Planning
Sets customer service targets and initiatives, in line with company strategy
- Work with other departments to ensure target of service level Implements processes of continuous improvement to bring value to customers, in line with internal objectives
- Analyses KPIs, monitors trends and determines improvement actions
3. Customer Relationship management
Builds relationships with customers, generating trust and credibility and proactively fulfilling customer service requirements
- Listen actively to customer requirements
- Communicate as single point-of-contact with internal/ external customers for all non-commercial issues
- Influence customer ordering behaviour to support Sales Team and drive efficiency in Warehousing and Transportation
- Support Sales with reliable and on-time information on customer orders placed
- Communicate clearly the impact of service policy on customer orders
- Deal with conflicts while maintaining a business relationship
- Negotiate with external customers on the order terms and conditions (when applicable)
- Influence people with different interpersonal skills
- Collect customer feedback regularly and effectively
4. Accounts Receivable Management
Executes the accounts receivables process accurately, according to credit guidelines
- Monitor and control accounts receivables
- Escalate critical situations on time
- Sends information periodically to the customers of their financial account position
- Monitors every account and acts according to the credit policy in order to achieve the monthly targets
- Ensures clean accounts, solving the pending debits/credit notes aligned with sales agreements
- Ensures all the processes are compliant with the audit rules
- Escalates potential issues on time to ensure the proper solution
- Communicates efficiently and frequently with Sales Team to have all necessary information available
- Shares information with Sales/ Logistics about blocked orders/customers
5. Report
- Prepare and monitor report
- Promotion summary for deduct or ex-brewery program
- Collect Statement on time & Update sales team timely about the statement collection status & Statement report
- Complete termination / transfer right / contracts in time
6. Others
Other duties assigned by LM
CHALLENGE OF THE JOB
- Customer are not follow the company rule of payment, placing order
- Customer making wrong bank transfer slip or coordinate with bank to keep money.
- Customers don’t pay on time.
- Customer cancels their orders.
- Late and wrong info be provided from sale people.
- Conflict between other section in daily operation such as WH team (different jobs requirements), finance (for the orders releasing or discount codes), sales people (in the co-operation payments/orders).
- Easy getting complains from others such as: Customers/Sales people/FD/WH/Sales managers
- Job process on system and it maybe occur some potential mistakes which system could not cover.
