Customer Service Executive

LOCATION: Bemis HK - Hanoi Room

EMPLOYMENT TYPE: Exempt

KEYWORD or REQID: req516

**JOB INFORMATION**:
vTo act as the key contact to existing customers to manage, respond and resolve their day-to-day business issues in a timely and quality manner.

Ø Handle the sales inquiries and coordinate with Sales Admin on price quotes within 24 hours and conduct follow-up action within 1-2 weeks.

Ø Maintain and updated quotation sheet for each customer and to share with the relevant Salesperson & Sales Admin team

Ø Input or update CRM with information relevant to other audiences.

Ø Ensure the price and other selling terms are correctly provided on customers’ POs before passing to Sales Admin colleagues to further the process. Check with the relevant counterpart in Sales Admin team if feedback or PI is not received within one working day to avoid missing PO.

Ø Follow up sample request within 2 weeks after sample is dispatched. Gather the comments from customers and update CRM. Further communication is required in another 2 weeks if the first attempt is not successful. The same process should be repeated until a solid reply is available. Share the information to the corresponding Salesperson at any stage.

Ø Submit the LWR to the Technical Services Department within 24 hours once receive the completed information & record in CRM. Follow up with the customers' comment within 2 weeks after the test report is submitted. Gather the comments from customers on order forecast, contractor name, program, brand, season, order schedule, and any other relevant information. Further communication is required in another 2 weeks if the first attempt is not successful. The same process should be repeated until a solid reply is available. The comments should be updated in CRM and to share the information with the sales team regularly.

v To maintain and develop an excellent relationship with existing customers.

v Work with customers to get updated forecast information and update demand forecast planning monthly.

v To coordinate with other departments, such as production, logistics, finance & customer services, to provide satisfactory services to the customers.

v Back up for the manager, supervisor, and other CS colleagues when he/she is on a business trip or vacation.

v To assist Manager in achieving Sales Growth target.

Ø Gather the market information through regular business review calls with the key & strategic customers.

Ø Trace the forecast from customers.

Ø Explore business opportunities.

Ø Identify the reasons for any abnormal changes in sales volume and value of specific customers by reviewing monthly sales reports.

v Assist manager to generate ad hoc sales analysis reports, prepare ad hoc business presentation materials and explore customer's company background information (e.g. through customer's own website, Government's Company Registry, Yellow Page or other Business Directories website).

v To review the overdue payment reports generated by the Finance Department monthly and to follow up any problematic overdue payment with customers closely.

v To ensure all complaints are effectively taken care of with appropriate actions implemented. RGA should be recorded in ERP system properly once the claim is validated. Follow up with BHK or SBU Technical / QA / Production departments until the issue is resolved. To coordinate with Sales Admin colleagues if Credit Memo is justified. Customers should be informed of the progress at any stage before the complaint is closed.

v To Handle administration works which include control Bemis Hanoi expenses and payments, handling samples requests, and other office administration tasks.

**Requirement**:
v Bachelor’s degree in business administration or equivalent.

v Minimum 5 years working experience in Customer Service, preferred in Garment or têxtile industry.

v Knowledge of coordinating shipping documents.

v Pleasant, customer oriented and willing to learn.

v Self-starter, detail-minded, good analytical and problem-solving skills.

v Good command in listening, written and spoken English.
- Education- Degree _Equals_ Bachelor