CUSTOMER SERVICE OFFICER

POSITION DESCRIPTION SUMMARY

- Provide a proactive and professional service and support role for the Detpak Industrial South Asia team.

- Provide excellent service to support the business to consolidate Detpak’s reputation for delivering on the promise of quality, service and efficiency to our customers both internal and external.

- Work in close collaboration with Customer Service and the Business Managers to form a responsive team that delivers a comprehensive service delivery to all Detpak Industrial South Asia customers.

MAJOR RESPONSIBILITIES / ACCOUNTABILITIES

- Accountable for the coordination of services to nominated key accounts and the support and back up for service delivery across the Detpak Industrial South Asia portfolio.

- Coordinate internal and external delivery of goods to all Detpak Industrial Vietnam customers, ensuring accurate and on-time delivery.

- Proactively address customer concerns and requests, developing solutions that demonstrate the Detpak promise of delivering quality value and service.

- Provide level 1 customer service to new and existing Detpak Industrial Vietnam accounts and develop significant relationships with key customers.

- Promote the organization’s products and services to customers through all interactions and telephone contact.

- Support the preparation of customer presentations and customer reporting to internal and external stakeholders.

- Coordinate internally and externally the quality control process.

- Management of debtors/account reconciliation.

- Support the new product development enquiry process, including samples management, managing artwork transition, mock-ups, and concepts.

- Coordinate new item setup of new products.

- Collate and provide key customers with required reports when requested.

- Process customer orders for nominated key accounts accurately and in a timely manner.

- Investigate & process credit claims.

- Act as the first point of contact for customer distribution center inquiries specifically regarding the customer’s orders, deliveries, or back orders.

- Effectively manage aged stock.

- Effectively utilize Salesforce as an execution aid and management tool across the group of customers.

- Adherence to Detmold Group & Detpak policies and procedures.

- Excellent communication skills (written and verbal).

- Proficient English for verbal and written communication.

- Ability to establish credible relationships with a variety of stakeholders.

- High levels of personal integrity.

- Passion for delivering results.

- Demonstrates the edge required to make the tough 'yes' and 'no' decisions.

- Proactive in approach, maintains own energy, setting the standard for others.

- Has the ability to energise others around common goals.

- Consistently executes and follows through to deliver on the Detpak promise.

- Has passion for the business.

- Willingness to persevere until the solution is achieved.

- Strong personal accountability matched with ability to integrate within team focused environment.

- Strong commitment to the provision of service excellence.

- Previous experience using CRM packages, preferably Salesforce.

- Capacity to quickly develop proficiency with Power BI.

- Degree qualified, in disciplines such as Commerce, Business Management, Marketing or a related field.