Customer Service Supervisor

1. Handle order processing in accounts
• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, orders fulfillment.
• Principal liaison with marketing and sales for assigned customers.
• Implementation of marketing programs for assigned accounts.
• Provide responsive order management support including order entry, or expediting and shipment information to customers.

2. Handle customer complaint
• Investigates and evaluate, resolves customer complaints professionally and tactfully.
• Initiate and implement initiatives which improve customer service and responsiveness.
• Negotiates customer product/billing complaints by authorizing returns, requesting returned product testing by internal quality or other staff, approving replacement orders if needed, following up with accountant, sales…related to invoices, payment issues.

3. Coordinate with others department
• Partner with Inside Sales to assist in achieving sales goals.
• Champion customer needs and follow up on customer inquiries.
• Proactively communicate supply chain issues and provide alternatives.
• Coordinate with Logistics and Operations on capacity planning and scheduling.
• Implementation of marketing programs for assigned accounts.
• Back-up team-members when workload makes this necessary.

4. Management
• Train and provide development opportunities for staff. Ensure annual goals are complete and communicated. Ensure Global Performance Management System is up to date and regular feedback is provided to staff members.
• Communicate, implement and interpret customer service policies and procedures.
• Develop, recommend, and coordinate the implementation of new procedures.
• Recommend corrective services to adjust customer complaints.
• Monitor and evaluate team members, and adjust training where needed.

5. Safety and environment:
• Coordinate & follow up return, defected labels in handling process properly.
• Review cancelation order to limit over production, destroy later.
• Follow safety and environment policy; be aware to raise safety and hygiene standards on your area.
• Completion 5S audit at the place as policy
• Do “Near Miss” audit as requirements

1. Academic background:
• Bachelor’s degree

2. Job experience:
• 5-8 years Customer Service or related experience a plus

3. Skills:
• Strong written, verbal and telephone communication skills in Vietnamese & English, Chinese preferred.
• Strong presentation experience and skills.
• Knowledgeable on call center operation and product lines, customers.
• Understanding of applicable computer systems, such as Microsoft Office, Lotus Notes, and function specific software.
• Excellent customer service skills.

4. Personal profile
• Organizational skills
• Monitor skills
• Team spirit

5. Training: As job of scope, the position will be provided mandatory training courses and advance training courses as Corporate and company policy.

- Attractive
- Good benefit package
- Shuttle bus is provided from many directions

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