Customer Service Executive

About Us:

La Manne Bakery is a leading bakery manufacturer supplying premium baked goods across Vietnam. Our factory team and office team work together to deliver quality and consistency to our customers every day. We value teamwork, reliability, and excellence in everything we do.

Position Summary:

The role involves receiving and processing customer orders, as well as providing comprehensive customer care, to enhance the customer experience, improve customer retention, and generate increased sales opportunities.

Key Responsibilities:

Order Handling and Delivery:

• Efficiently receive and process customer orders through CRM.

• Carefully review incoming orders for accuracy, completeness, and feasibility.

• Provide timely and accurate order confirmations and updates to customers.

• Maintain clear communication with customers regarding order status and any potential delays.

• Effectively coordinate with the kitchen team and other relevant departments (e.g., delivery, packaging) to ensure timely order fulfillment. Communicate any special requests or instructions from customers to the appropriate teams.

• Monitor order progress and proactively address any potential bottlenecks or issues.

Customer Interaction & Sales Optimization:

• Respond promptly and professionally to customer inquiries via phone, email, and chat.

• Address customer inquiries and concerns related to their orders (e.g., order tracking, delivery issues, changes).

• Proactively make outbound calls to past/inactive customers to drive re-ordering and re-engage relationships.

• Leverage deep product knowledge to upsell and cross-sell to existing customers, maximizing account value.

• Provide accurate and comprehensive information about products, services, and policies.

• Proactively identify and address customer needs and concerns.

• Maintain a positive and helpful attitude when interacting with customers regarding their orders.

Issue Resolution:

• Investigate and resolve customer complaints and issues efficiently and effectively.

• Escalate complex issues to the appropriate team members.

• Follow up with customers to ensure their issues are resolved to their satisfaction.

• Document all customer interactions and resolutions in the CRM system.

Operational Excellence:

• Adhere to established customer service procedures and guidelines.

• Contribute to the development and improvement of customer service processes.

• Identify trends in customer inquiries and feedback and suggest solutions.

• Monitor key performance indicators (KPIs) and strive to achieve service level targets.

Financial & Logistics Reconciliation (End-of-Month):

• Reconcile monthly sales revenue and inventory data with consignment customers.

• Verify and reconcile monthly trucking/delivery freights and warehousing/storage fees with logistics partners.

• Prepare and submit Purchase Requests (PRs) and payment requests for transportation and warehousing expenses in a timely and accurate manner.

Collaboration and Communication:

• Collaborate effectively with other departments, such as sales, marketing, and product development.

• Communicate customer feedback and insights to relevant teams timely manner.

• Participate in team meetings and training sessions.

Other Duties:

• Perform other duties as assigned by the supervisor.

• Make reports as required.

Yêu cầu công việc

- Bachelor's degree/Associates degree in English, Business or related field preferred

- Prior customer service experience is preferred, but not required—we are happy to train the right candidate!

- Patience to be able to stay calm in intense and stressful situations

- Ability to do multitasks to communicate with multiple customers at one time

- Strong organizational skills to serve various customer needs and conduct follow-ups in a timely manner

- Customer-centric attitude

- English communication

- Good at MS Excel, Word, and other popular office software…

Quyền lợi

• Thưởng: According to company's policies.
• Chăm sóc sức khoẻ: According to company's policies.
• Nghỉ phép có lương: According to company's policies.
• Máy tính xách tay: According to company's policies.
• Điện thoại: According to company's policies.
• Phiếu giảm giá: According to company's policies.