Main Purpose
Interact and work with customers to provide process information, support, and services in response to concerns and requests about products and services.
Areas of Responsibility
- Lead and manage customer service department in Overseas
- Establish CS Overseas Organization.
- Respond to customer queries in a timely and accurate.
- Process incoming customer orders, returns, and invoice credits.
- Ensure orders are shipped to customers in a timely manner and expedite vendors as necessary.
- Investigate customer problems and find solutions.
- Follow up on custom print requests to ensure they are completed timely and correctly.
- Provide order status update reports to all customers on a weekly basis.
- Create purchase orders for outside vendors.
- Ensure orders are shipped to customers on time and expedite vendors, as necessary.
- Create item codes in operating system
- Consult customers how to use products
- Solve all customer's complaints related to products and services
- Support Sales and Marketing teams in technical terms
- Continuously improve the level of customer satisfactory about TOA's products and services
- Train & coach painters and salesmen about TOA products knowledge & application
- Co-ordinate with R&D and Marketing teams in product improvements
- Build up and deploy the customer complaint database via statistical analysis tools to identify strategies for improvement
- Develop staff training programs and reference manual. Perform quarterly staff performance evaluation
- Implement customer service policies and procedures
- Prepare department budget and control costs
- Ensure that rules of SHE is compiled in CS department
- Others per assigned
MINIMUM REQUIREMENTS
- Bachelor Degree of Supply Chain/ Logistics/ Chemical Engineering or equivalent.
- Experience 10 years of experience in order management. A deep understanding about decorative and industrial paints is an advantage.
- At least 3-5 years in experience/ technical service operation.
- Specific knowledge hard & soft skills (Competencies) Fluently in speaking and writing in English
- Initiative, able to work under pressure, intelligent, willing to travel.
- Must be strong in problem solving skill.
- Good human relations. Systematic thinking skill.
- Good management skills and leadership.
