职位描述：
Teamwork with Customers ?To Identify and Manage Customers Expectations (Supply Chain Management Phase I)
1.Receive, and process customer enquires, quotes and requests.
2.Handle all customer enquiries and complaints. When handling customer complaints, adhere to internal guidelines/escalation procedures to ensure all customers queries/complaints are logged and properly followed up.
3.Provide honest and credible service to customers responding to their requirement, consistently and in a friendly atmosphere and maintain good and stable relationship with our customers.
4.Ensure any significant communication between customer service and customer is communicated
5.Perform random customer visits to understand customer satisfactory level to CSR抯 services.
6.Communicate with customers within the preset internal timeframe
7.Monitor closely the payment status of the customers with open account. Responsible to follow up A/R reports and account queries with customers and facilitate collections.
Teamwork with Sales ?To Ensure Customers Needs Addressed (Supply Chain Management Phase II)
1.Co-ordinate orders, inquiries and customer specifications from sales teams.
2.Responsible for whole order processing of DPC. Receive and review orders from Sales Staff / Distributor / Agent. Generate and handle full set of business documents including purchase order, order confirmation, commercial invoice, and shipment advice report.
3.Ensure all orders are approved for pricing and credit.
4.Negotiate with customers and mills to minimize the discrepancies of L/C to minimize the charges.
5.Be responsible for the status of new product trials, orders and tests.
6.Support sales in providing customers with information and ensure follow up action is done timely and efficiently.
Teamwork with Production Team at Mill ?To Ensure On Time Delivery (Supply Chain Management Phase III)
1.Ensure all specifications are complete prior to submission to Production Team and provide paperwork in a timely manner.
2.Responsible for communicating to Production Team any customer changes to purchase orders, quantity, date of delivery, specification.
3.Understand and develop internal escalation procedures with Mill.
5.Follow up with mills closely for all orders to ensure all of the orders and shipping documents are delivered on time.
6.Co-ordinate closely with mills, customers and sales units from different regions.
Teamwork with Finance
1.Communicate and work closely with Finance Team on all operational issues which have financial impact
2.Work closely with Finance Team to provide accurate sales forecast
Reporting/Monitoring Requirements
1.Prepare weekly order book to monitor progress of sales order placements.
2.Prepare monthly dashboard report/summary on all
昈utstanding customer complaints and enquiries.
旸elayed shipments
昉roduct quality issues
昋uestions not resolved within preset resolution timeframe
昈ther exceptions and unresolved items
3.Develop sales and operations manual and continuously identify opportunities for operational improvements, including setting internal monitoring and escalation procedures.
4.Generate weekly and monthly reports such as HOPL Order Book, Sales Forecast For HOPL and IP Bz, Customer Service Report, CFPDD% Report.
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