Job Purpose & Scope
The Customer Service Manager is to ensure a customer will receive a quality of products on time. He/ She led and motivate a team of staff to ensure they’re giving the best customer service possible. And, be expected to know the company’s products and policies and be able to communicate to the customer and staff. The challenging of this position is to achieve the customer’s commitment and satisfaction.
Key Result Areas
Service level & response time
Managing and supporting customer service staff to achieve the individual and business goal
Maintain the relationship with customer, and ensure that all confirmed orders are processed, delivered effectively and satisfies
Sales Order process accuracy
Ensure the customer’s order are followed the Contact Agreement and processed effectivel
Key Responsibilities & Job Content
Encourage learning organization within own department to secure continuous improvement while maintaining the respect for staff relation.
Meeting with other managers to discuss possible improvements to customer service
Investigating and solving customers&039; problems, which may be complex or long- standing problems that have been passed on by customer service assistants.
Managing and supporting customer service staff to achieve the individual and business goal
Continue to develop and retain high quality employees and reward based on values.
Ensure the customer’s order are followed the Contact Agreement and processed effectively
Review an accuracy of sales order entering to the system, such as price, payment terms, and other conditions, etc.
Developing customer service procedures, policies and standards
Maintain the relationship with customer, and ensure that all confirmed orders are processed, delivered effectively and satisfies
Ensuring the customer&039;s orders are delivered completely, then keeping all related documents in file
Ensuring all customer complaints and problems are solved in the right way, right time and satisfied
Ensure that all information updating to the customers are corrected and making the customer understand
Fully contribution on special or assignment time to time from directed superior
Monitoring and ensuring availability of products stock for both domestic and export customer is ready for shipment
Coordination with Warehouse, Logistics, Production Planner, QA and Production department to achieve the customer&039;s requirement and on time delivery
Capable for Export Quotation preparation.
