Customer Service Coordinator

1. Order Management (60%)

• Manage the end-to-end customer order lifecycle to ensure On-Time In-Full (OTIF) delivery and accurate order processing, including quantities and pricing.

• Provide timely updates to the Sales team and customers regarding order status, delivery schedules, product availability, backorders, customer credit status, and overdue payments.

• Build and maintain effective relationships with internal stakeholders and customers to ensure seamless order fulfillment.

• Process trade promotion claims and tool-of-trade allocations accurately and within the required timeline.

• Drive continuous improvement initiatives to achieve key service KPIs, including Case Fill Rate (CFR) and order processing accuracy.

2. Customer Complaint Management (25%)

• Receive, investigate, and resolve customer complaints promptly and professionally in accordance with company policies and service standards.

• Coordinate with cross-functional teams to identify root causes and implement corrective actions to prevent recurrence.

3. Reporting & Performance Analysis (10%)

• Prepare and maintain daily Case Fill Rate (CFR) reports, analyze stock shortages and delivery failures, and identify improvement opportunities.

• Collaborate with relevant stakeholders to implement action plans that improve customer service levels and enhance CFR performance.

• Support the Sales team by preparing routine reports, including Month-to-Date (MTD) Sales, pending sales orders, and other operational reports.

4. Team Collaboration (5%)

• Share knowledge, best practices, and lessons learned to support continuous improvement within the team.

• Provide backup support and collaborate with team members to ensure smooth daily operations.

Yêu cầu công việc

• Associate degree/Diploma or above in Business Administration, Supply Chain, Logistics, or a related field.

• Minimum 1 year of experience in Customer Service, Order Management, Supply Chain, Sales Administration, or a related function.

• Proficient in Microsoft Office applications, especially Microsoft Excel.

• Experience with ERP systems (e.g., SAP, Oracle) is an advantage.

• Strong customer service, communication, and problem-solving skills.

• Good organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• Willingness to work overtime when required.

Quyền lợi

• Thưởng: Lương tháng 13 và Thưởng thành tích năm (dựa trên kết quả kinh doanh của công ty và cống hiến của nhân viên)
• Chăm sóc sức khoẻ: Khám sức khỏe định kỳ, thẻ bảo hiểm sức khỏe cho nhân viên và vợ/chồng con
• Nghỉ phép có lương: 15 ngày nghỉ phép năm, 5 ngày nghỉ chăm sóc gia đình, 1 ngày nghỉ sinh nhật