Customer Service Advisor (District 7)

Customer Service Advisor 

Post Title:  Customer Service Advisor

Report to: Country Supply Chain Manager  

Work Location: District 7, HCMC. 

MISSION: Is in charge of managing orders, monitoring execution, and treating customers’ requests to meet service commitment and improve customer satisfaction

KEY EXPECTED ACHIEVEMENTS

Manage Order & delivery

• Captures, records and commits customer orders according to customer needs, agreements, and defined service level

• Proposes product alternatives in case of phase-out or shortage

• If relevant, optimizes, plans, and coordinates the delivery with customers and partners

Monitor Execution

• Handles customer orders portfolio and monitors the execution

• Liaise with the relevant partners to ensure on-time deliveries and service commitment

• Proactively alerts customer in case of any event, delay, or failure regarding the service commitment and engages in the search for a solution for the customer

• Informs and follows up with customers

Manage Request

• Captures customer’s requests & claims

• Analyses and provides issue resolution or appropriate answer

• Contacts follow up, and close the loop with the customer

• Performs basic root cause analysis and implements corrective actions to eliminate reoccurrences.

• Shares recurring problems with the relevant internal partner(s) in order to find solutions

Support sales

• Seizes opportunity to up-sell and cross-sell in response to Customer orders, requests, and portfolio management

• Apply and improve work methods

• Applies standards and procedures (including internal control rules & embargo ….).

• Contributes to continuous improvement to enhance work methods and customer satisfaction

• Ad-hoc Support as requested by the management and based on company projects such as customs documentation.

PACKAGE:

• Monthly gross base salary (13 months) = 14-18 VND

• Other benefits are alignment with group policy.