Senior Customer Service Officer

ABOUT YOUR ROLE

To ensure that customers are satisfied with the product, and build profitable customer relationships by maintaining a link between customers and the organization.

YOUR RESPONSIBILITIES WILL INCLUDE:

• To coordinate with the sales and production stakeholders and other functional stakeholders to ensure timely delivery of quality goods and services.
• To timely respond to customer enquiries and requests via all modes of communication.
• To handle customer complaints according to the Company procedures and service standard.
• To communicate with customers and vendors regarding the latest development of the customers and work with Customer Service Supervisor to maintain updated customer profile information.
• To use the updated standard forms and to work with Customer Service Supervisor to maintain updated records as required by ISO procedures (e.g. order forms etc.).
• To acknowledge customers on new orders by email and forward it to the Central Order Desk in case missing.
• To check the customer order information.
• To Coordinate and follow up with the customers for unclean orders to resolve in a timely manner.
• To Coordinate with GPD for the new item setup.
• To Coordinate with finance for new customer account setup along with form and necessary documents. 
• To check the data and release in the system as per customer order forms.
• To coordinate with the customers in case of data issues like non availability or incorrect.
• To send the layouts to the customers for approval and inform the Order Management Team for processing after approval.
• To share the Proforma Invoices with the customers for official Purchase Order or advanced payment arrangement.
• To share the daily dispatch details with the customers.
• To share the overall open orders status with the customers (bi-weekly, weekly or fortnightly basis). 
• Assist supervisor to investigate the root cause of CCR(Customer Complaint Record) and work out corrective action.
• Ensure to follow the SOPs and Business Rules related to the Customer Services Department.