B2B Care Executive - Installation Sector

Company Description Giao Hàng Nặng is a specialized logistics partner serving retail distribution channels across Vietnam. The company focuses on reliable, heavy-goods delivery services tailored to the needs of national retail networks. By combining operational efficiency with responsive customer support, Giao Hàng Nặng helps businesses streamline their supply chains and improve end-customer satisfaction. The team values professionalism, accountability, and collaboration, creating an environment where logistics professionals can develop and grow. Joining Giao Hàng Nặng means contributing directly to the success of retail partners through high-quality logistics solutions.

Role Description The [HCM] B2B Care Executive – Installation Sector is a full-time, on-site role based in Ho Chi Minh City. This position is responsible for managing day-to-day interactions with business clients in the installation and heavy-goods sector, including handling inquiries, coordinating service requests, and ensuring timely resolution of issues. The role involves overseeing installation-related logistics orders, monitoring delivery and setup status, and proactively updating clients on progress and service quality. The B2B Care Executive will collaborate with operations, warehouse, and transport teams to align client requirements with service capabilities and resolve any operational challenges. The role also includes maintaining accurate records, preparing basic reports on service performance, and supporting continuous improvement of client care processes.

JOB REQUIREMENTS:

1. Receiving Information and Placing Orders:

Placing orders and booking vehicles daily for B2B corporate clients.

2. Controlling Operational Quality:

- Coordinating with the operations department to resolve and provide service solutions for customers.

- Receiving, supporting, and resolving customer requests and complaints in accordance with the signed contract, procedures, regulations, and company policies regarding Delivery/Collection/Return according to the SLA.

- Working closely with the Operations department to ensure the loading schedule for shipment.

- Controlling weekly POD uploads and verifying documents as required by customers.

3. Handling Compensation and Complaints:

- Taking care of customers who have used and are currently using the company's services.

- Assisting in preparing price lists, statements related to revenue, statistics, and controlling compensation with customers.

- Monitor and support the resolution of issues arising during service provision related to compensation and claims concerning damaged orders, compensation confirmation recalls, complaints, incorrect SOPs, lost goods, missing/incomplete/swapped products.

4. Call customers:

Using existing data to inquire if they require product installation after purchase.

REQUIREMENTS FOR CANDIDATES

- College degree or higher in Foreign Trade, Economics, Business Administration, Import-Export, Logistics, or other related fields.

- Minimum 6 months of experience in customer service and complaint resolution in the Import-Export, Transportation, or Warehousing industries.

- Proficient in Microsoft Office: Excel, Word, Outlook, Email, etc.

- Problem-solving skills

- Effective communication and presentation skills

- Analytical skills

- Inter-departmental collaboration skills