Customer Service Officer / Senior Customer Service Officer
About this position
Responsibilities
• Responsible for customer service / after sales management.
• Coordinate with Customers both in Thailand and abroad.
• Receive and analyze orders and forecasts from customers and internal communication.
• Loading and acknowledging purchase orders into ERP or available system.
• Ensure timely availability of shipping documents including packing lists, commercial invoices, bill of landing, import / export documents, etc.
• Run and analyze shipping requirements reports for daily review and follow-up of committed ship and delivery dates with the customer.
• Communicate with operations the phase out and phase in of products to ensure that parts and finished goods inventory is optimized.
• Interface with Finance to review, establish and adjust credit availability as needed. Review weekly any open disputes to ensure resolution.
• Submit required documents to banks for payment terms letter of credit and Cash Against Document (CAD).
• Coordinate drop shipments with 3rd Party and internal suppliers.
• Coordinate with customer any shipping discrepancies. Act as initial point of contact for the customer return process.
• Manage the order processing and fulfillment complete and on time.
• Managing outbound customer service and order management to first trade customer including order placement, invoicing and customer complaints process.
• Planning and monitoring the receipt order and dispatch of goods.
• Manage customer service professional and ensure that customers and employees are retained, satisfied, and that their needs are being fulfilled.
• Develop and implement procedures and new systems to improve customer relations and guarantee complete customer satisfaction.
• Communicate with suppliers, logistics, operations and customer service in abroad regarding issues that affect the supply chain and service levels, both internal and external.
• Maintain relationships with customers, suppliers and overseas partner.
• Support team in guidance and problem solving.
• Monitoring team performance against company goals and other targets.
• Ensure that customer complaints are resolved in a professional manner.
• Monitoring business and process metrics to manage customer service effectiveness.
• Other tasks as assigned.
Requirements
• Bachelor’s/Master’s degree in Marketing, Administration or related fields.
• Min. 3 experience in customer service field.
• Good command in English (writing and speaking skills).
• Microsoft office literacy and analytical skill.
• Entrepreneur mindset, interpersonal skill, result oriented, cross functional working spirit.
• Good service mind.
• Logical Thinking.