Customer Care

1. Order taking
o Receive order, check order, credit status - payment plan and raise reques for release for ensure customer orders are processed smoothly and timely
o Create Sales order, create/ update delivery order accuracy as customer request and approved for release
o Checking ETA, arrange to delivery and resolved problems if any in professional way
o Well manage customer sales orders (including rebate by SO, free bag accumulate payback SO)/ Delivery order for create added value to customer through ensure credit availability accuracy as well as customer’s vehicle can pick up cement, drymix at out plants smoothly
o Provide information as customer request: credit status, volume etc timely…
2. Credit release management
o Update credit status & inform due date amount/date accuracy to customer and remind them to pay on time for getting incentives and avoid overdue charge
o Proactive to check customer payment credited in our bank account, coordinate with AR team for clear billing timely for ensure next customer orders are processed smoothly
o Well follow up actual payment vs plan, proactive to alert if customer failed payment as well has high overdue
o Coordinate with sales for high over credit limit/ overdue cases, discuss with customer for come up to win-win solution which balance with release quantity needs
o Prepare Reminder letter according to guideline of credit control policy
o Schedule to reject unused Sales order, expired DO for ensure credit availability accuracy
3. Well handle customer experience during O2C
o Well interaction with customer via phone/ email to clarify & understand customer needs/ requirement/ complain if any carefully with the very good customer service manner
o Proactive to coordinate with relevant cross functional team to discuss, investigate and suggest solution for approval or escalate to the right team to solve timely
o Request during & after dispatching: split sling Delivery order, delivery service at peak time, swap sales, sales return: well coordinate with relevant team and customer to complete requirement from end to end process including approval documents/ emails, VAT invoice and minutes of sales return
o Plan to visit customer/ market for more understand customers and our product, market
4. O2C Process improvement
o Continuous to review and propose improvement ideas for more automation process with support by systems/ digital
o Proactive to report system bug/ error for fixing or to have alternative solution timely
o Contribute to the Customer care’s Knowledge databases by sharing experience with customer in your working shift
o Promote customers to order via INSEE Connect web/apps
5. Reports
o Well hand over report notes after end of working shift
o Fullfil required reports as assign from time to time

• College or University degree (Business administration)
• English: Intermediate level
• Sales distribution system and administration
• SAP application system
• Application software: MS office
• Analysis & Problem solving
• Customer focus
• Communication
• Fosters teamwork and cooperation

- performance bonus
- annual health check
- 14 annual leaves

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