Customer Service Representative

Job Code: 140/001/566
Industry: Manufacturing

Job Purpose:
To deliver exceptional customer service by managing the entire order process, ensuring customer satisfaction, and fostering strong relationships with clients through effective communication and problem-solving.

Job Responsibilities:

• To strive in providing total customer satisfaction against customer orders and specific requests in order to create a lasting positive buying experience for them in dealing with the company.
• To manage the entire order process by thoroughly understanding customer requirement and executing order entry within the set time lines and conforming to the agreed terms and conditions between the customer and Sales.
• As part of the customer services team, to communicate promptly and clearly with team members within Sales and CS in regard to all matters requiring attention to ensure prompt and effective resolution of all customer requests and expectations.
• To conduct customer communications with diligence, professionalism and a personal touch making a lasting impact with assigned accounts.
• To liaise with production planning team in order to inform them customers delivery time expectation and ensure the ordered materials are available in line with the expectations and agreement with the customer.
• To communicate with the logistics department in order to agree on shipment/delivery dates and communicate data to the customers in an accurate and timely manner.
• To contribute to problem solving and conduct tactical conversations with the customers in case the dates turned not as planned due to internal or external circumstances but beyond our control.
• To follow up with customers to ensure that they open clear and workable L/Cs in a timely manner, in ways required to ensure smooth and timely fulfilment of orders.
• To ensure that all other order relevant documents are distributed in time as needed for external and internal usage (i.e. order confirmation, shipment/ clearing documents, invoices, certificates).
• To respond to any customer communication within 12 hours, if only to acknowledge the communication and advise the customer of actions being taken.
• To provide the customer with relevant information i.e. stock level figures of finished goods on a regular basis.
• To ensure that any and all customer complaints are documented into the complaint procedures process and promptly (within 12 hours) acknowledge receipt of the complaint.