I. OVERVIEW
To manage all customer service operations effectively, collaborating with the sales team to enhance service quality, optimize touchpoints, and contribute to customer satisfaction and sustainable growth for the organization.
II. KEY RESPONSIBILITIES
Operation and Coordination of Customer Service
- Manage and coordinate the activities of the customer service team.
- Ensure all orders are accurately updated in the system.
- Monitor order progress from receipt to delivery completion.
- Collaborate with relevant departments to ensure timely delivery commitments.
Sales Information & Documentation Management
- Verify and confirm minimum pricing on the system before processing orders.
- Monitor invoice issuance status to ensure documentation is complete and accurate.
- Provide regular reports on order status, invoices, and related issues.
Customer Data Management
- Build and update customer databases.
- Track and analyze customer satisfaction metrics.
Customer Relationship Management
- Plan customer visits with the sales team to maintain relationships, gather feedback, and explore business opportunities.
- Coordinate with relevant departments to promptly address complaints and support customers.
- Collect and analyze customer feedback to identify areas for improvement.
Compliance Control & Process Improvement
- Ensure all customer service activities comply with company policies, regulations, and legal requirements.
- Propose solutions to optimize operational processes, improve service quality, and reduce errors.
- Measure customer satisfaction through various communication channels.
- Utilize technology and modern platforms to enhance service efficiency and quality, improving customer experience.
Training & Team Development
- Build a professional team that understands customer needs and possesses relevant expertise.
- Conduct regular training for staff on systems, processes, service skills, and product knowledge.
- Foster a customer-centric culture throughout the organization.
III. KNOWLEDGE, SKILLS, AND EXPERIENCE
- Bachelors degree or higher, preferably in Business Administration, Economics, or related fields.
- Minimum of 8 years in customer service or business support, with at least 5 years in a team management role. Preference for experience in the food ingredient industry, B2B, or fast-moving consumer goods (FMCG).
- Proficient in ERP, CRM systems, and order management processes.
- Understanding of AI applications, customer service chatbots, or automation platforms to enhance service and customer experience.
- Leadership and team management skills.
- Effective communication, coordination, and problem-solving abilities.
- Data analysis skills to measure service effectiveness and propose improvement solutions.
- Fluent in English.
