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Senior Customer Service Executive

1 month ago

Ho Chi Minh City, Vietnam Avery Dennison Full time

**Company Description**

Job overview: Provide Customer Service in a Call Center or other area of the operations to assigned customers and accounts. Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment

Key responsibilities:
1. Handle order processing in accounts:

- Manage customers' inquiries in terms of order processing, order follow up, pricing integrity, on-time deliveries, orders fulfillment.
- Provide responsive order management support including order entry, or expediting and shipment information to customers
- Size of customer: high complexity, ie. complex RBO, new RBO, mega factories)

2. Handle customer complaint:

- Resolve customer complaints professionally and tactfully.
- Negotiate customer product/billing complaints by authorizing returns, requesting returned product testing by internal quality or other staff, submit for approval replacement orders if needed, following up with accountant, sales related to invoices, payment issues

3. Coordinate with other department:

- Partner with Inside Sales to assist in achieving sales goals.
- Proactively communicate supply chain issues and provide alternatives.
- Coordinate with Logistics and Operations on capacity planning and scheduling.
- Back-up team-members when workload makes this necessary

4. Following-up:

- Coordinate & follow up return, defected labels in handling process properly

**Qualifications**
- Bachelor’s degree.
- At least 03 working years related experience in: Customer Service, Supply Chain, Merchandising, Procurement, Purchasing, Order Management Sales Admin...
- Strong written, verbal skills in English - Chinese bilingual is an advantage.
- Understanding of applicable computer systems, such as Microsoft Office, Lotus Notes, and function specific software.
- Excellent customer service & presentation skills.
- Willing to work OT if any.