Customer Service Representative

Report to:

- Local: Supply Chain Coordinator

- Functionally: Local and Group Vietnam Management team

Summary of the role:

The Customer Service Representative (CSR) acts as a liaison between customers and the company, providing product and service information through various support channels. The CSR handles inquiries, resolves issues promptly and accurately, and ensures high customer satisfaction by maintaining strong, professional relationships.

Roles and Responsibilities:

* Customer Service:

- Receive and process Sales Orders (SO/PO) from all channels.

- Manage customer database

- Communicate directly with customers regarding pending orders, delivery schedules, quality issues, and other requirements.

- Identify and assess customers’ needs to achieve satisfaction

- Build sustainable relationships and trust with customers through open and interactive communication

- Handle customer complaints/ requests, provide appropriate solutions and alternatives within the time limits and following up to ensure resolution.

- Collaborate with Sales and Operations teams to ensure product availability based on stock, orders, and forecasts.

- Monitor stock frequently and highlight shortages, non-moving, slow-moving, or low shelf-life products.

- Assist Sales team with contracts, contract expiry tracking, quotations, CO/COC and other documents.

- AR Collection: send weekly reminders to customers and coordinate with the Sales team to ensure timely payments.

- Support Sales/ Global Marketing team in marketing events and sales activities.

- Manage marketing items and promotional gifts.

- Collaborate with and support other departments when required.

* Operation/Logistic:

- Coordinate with transporters to arrange delivery of orders to customers.

- Manage quality complaints and non-conformities in compliance with Phileo procedures and in coordination with the Quality Coordinator.

- Conduct regular warehouse visits (monthly/yearly).

- Manage logistics costs for customer shipments efficiently.

Report Responsibility:

- Weekly/Monthly sales update report

- Weekly/Monthly overdue report

- Weekly/Monthly credit limit & credit terms exceedance

- Weekly open sales orders report

- Weekly commercial and marketing stock report

- Monthly non-moving / slow-moving goods report

- Monthly customer quality complaints / non-conformities / requests report

- Monthly sample, testing cost, express cost, and logistics cost reports

- Other reports as required by the Sales team

- Proven experience in customer support or as a CSR in a multinational company

- Strong communication and active listening skills

- Familiarity with Salesforce and Misa/SAP systems is a plus

- Customer-oriented with the ability to adapt to different personalities

- Excellent communication, presentation, and multitasking skills

- Highly organized, proactive, and positive attitude

- Eager to learn, hard-working, and positive-minded

- Willing to travel to warehouse locations as required

- Preference will be given to candidates with experience as a Customer Service Representative in a factory and who can start work immediately

Education & Qualifications:

- Proficient in Microsoft Office (Excel, PowerPoint, Word)

- Good English skills (writing and speaking)

- Bachelor’s degree in Foreign Trade or Business Administration preferred

Benefits:

- 13th month salary

- Annual bonus/incentive based on company performance

- 12 days of annual leave (plus one additional day every 5 years)

- Social, Medical, and Unemployment Insurance based on 100% of salary

- Premium health and accident insurance

- Allowances per company policy

- Domestic and overseas training (product, sales, and customer service).