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Job summary
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Job Description:
Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other sales division to resolve customer inquires. One of the direct customer contact points for general inquiries like ordering, scheduling, delivering, and shipping. Together with ASEAN Sales and Sales Support personnel to builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty and total customer satisfaction.
Role and Responsibilities:
Manages Customers' Order Input and Acknowledgement using inhouse Sales System
Manages Customers' Delivery / Shipping Matters / Enquiries
Manages Customers' Sales Forecast, Order pattern, Inventory / Stock Matter / Enquiries
Be 1 of contact points of ASEAN Sales for customers in channeling any inquiries to related concern Sales Division's Depts: Sales Support, Account Officer, Sales Planning and others, to be seen by customers as one ASEAN Sales Division.
1. As CS Team, work with Sales and Sales Support sections to achieve Sales Division's Key Performance Indicators (KPI).
* Leads and grooms professional CS Team to perform to above requirement and team process improvement to achieve total customer satisfaction and employee satisfaction.
2. As Professional CSS, you can act effectively and efficiently by performing below detail tasks:
- Operating Inhouse systems
. Aable to use inhouse Sales system to perform order input, manage backlog, data analysis (order trend, short parts, forecast(PFO), FFO), manage inventory to ensure on time stock delivery to customers.
. Able to use inhouse Sales system and databases to raise DB forms to support customer's irregular inquiries/requests, like irregular shipping, pull in or push out, cancellation, debit/credit handling and other sales amendments.
Coordination & Communication by applying HORENSO(able to communicate and work hand-in-hand with related personel and concern parties. )
. Able to coordinate with Sales and Sales Support staff for sales quotation, forecast, pricing and other marketing tasks to ensure smooth order processing.
. Able to coordinate with world wide factories or affiliated companies for the parts to meet customer needs.
. Able to work and coordinate across sections (Logistic, SCM, AR, and Sales Planning) to achieve sales KPI(eg: Delivery Service Ratio and Inventory indexes)
- Issue handling/Problem Solving
. Able to identify short supply parts and to suggest procurement plans based on sales forecast
. Able to work independently, come out with solutions, alternatives, suggestions and approachs leaders for discussion
. Able to take responsibilities when problem arisen and approach leader for advice if needed.
- Planning & Process improvement
. Ale to contribute/share ideas to enhance the efficiency and effectiveness of daily jobs and smoother workflow for all involved parties.
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