Customer Service Executive

KEY RESPONSIBILITIES AND DUTIES

1. Customer care

• Responsible for delivering world class customer service to our customer base.

• Inputting Customers order requirements onto computer system in time to meet particular production and delivery schedules.

• Key Account Management approach to various aspects of very busy Customer Service Department including imports.

(Process and co-ordinate overseas orders, cross checking import documents for customs clearance and delivery)

• Deal directly with customers by telephone, electronically.

• Respond promptly to customer enquiries and requests.

• Handle customer complaints in conjunction with Quality department

• Conversion of client order details to internal production information requirements.

• Detail entry with production scheduling sector

• Liaise with “Customer Technical Services” for product knowledge and application upgrade for correct order interpretation and customer advice.

• Educate customer to product lead times.

• Participate in continuous improvement programs and any training necessary to the position.

• Liaising with Roofing/Cladding contractors, Architects, building contractors, prestige customers when necessary.

• Complete management of customer accounts

• Communicate and coordinate with internal departments to ensure on time delivery in full.

2. Documentation handling

• Responsible for dealing with import and export process/ documentation.

(liaise with freight forwarder regarding documents and customs declaration, check HS code, contract, invoice, packing list, L/C, related documents, including documents for C/O application, quality inspection of goods if any......)

• Process and co-ordinate overseas orders, cross checking import documents for customs clearance and delivery

• Keep contact with customer/supplier/forwarder to solve trouble happen.

• Follow up payment status and shipping schedule with internal party.

• Collect/ monitor and check all contracts and import – liaising with freight forwarder for export documents/ receipts related to all matters of Customs Report.

• Make sure truthful, accurate and timely reporting of data.

• Knowledgeable in ISO documentation preferrable but not necessary, training provided.

• Perform other duties as required.

• Computer literate with SAP / Netsuite experience is advantageous.

• Proficient in import and export operations and using ECUS customs declaration software.

• Understand current customs laws and international trade regulations.

• Attention to detail, accuracy skills - very important.

• Strong Mathematics.

• Good communication skills/telephone manner both in Vietnamese and English.

• Strong interpersonal skills.

• Customer Service orientation.

• Work well under pressure.