Customer Care Representative

4 weeks ago

Ho Chi Minh City, Vietnam Givaudan Vietnam Co., Ltd. Full time

**Purpose**

Process sales orders from receipt through to shipment for assigned customers in line with Customer Care guidelines. Act as liaison between the customer, operations and sales team to ensure customers’ needs are met in the most efficient and cost-effective way.

**Core Responsibilities**
- Manage sales order process from receipt of order through to shipment for assigned customers in line with Customer Care guidelines
- Provide support for assigned customers to meet order requirements
- Day to day communication with customers, operations and sales
- Interpret and analyse client schedules and prioritise orders
- Resolve issues and handle customer complaints internally and externally
- Confirm pricing, inventory availability and provide ship date information
- Arrange transportation with forwarders or shipping/freight team, manage process for dealing with International orders includ-ing inspection and shipping documentation requirements where relevant
- Prepare Invoices, Debit and Credit notes, process notifications and Customer Returns
- Coordinate with relevant departments to ensure orders are dispatched / delivered on time and manage customer expectations
- Coordinate with planning on information relating to demand planning and stock positions
- Update and maintain accurate customer records, including customer specific information, contracts, labelling, packaging and stock requirements
- Provide coverage and support accounts for other team members as necessary
- Properly identify the right communication method based on the sense of urgency and issue
- Knows how to diffuse a difficult situation and get resolution with the customers
- Identify opportunities for improvements in customer care

**Academic Background**
- Associate or University Degree Preferred, relating to **International Business**

**Professional Experience**
- Experience in similar industry or in logistics / shipping / forwarding is preferred

**Technical Skills**
- Interpersonal and Communication Skills
- Proven Success in Customer Relationship Management
- Knowledge of SAP or Order Entry Systems
- Basic Inventory Management knowledge
- Microsoft Office Expertise
- Negotiation skills
- Language Skills: English

**Job Type**: Contract
Contract length: 6 months

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