Customer Services Manager

ACCOUNTATBILITIES
Lead and manage the Customer Services Function to work efficiently from sales order placement to deliver in compliance with company and local regulatory policies to ensure that an excellent standard of service is provided and maintained.

ACTIVITIES
1. HSEQ:
• Coordinate with Sales team to drive the safety value as one of our core value of selling to customers.
2. Customer Services Management
• Plan and implement short and long goals in customer services management to ensure excellent service to customers.
• Lead Customer Services team to work proactively and collaboratively with customers and internal function teams such as sales, marketing, logistics, etc. to provide the services to customers effectively and efficiency.
• Ensure the Sale Forecast Accuracy (SFA) by coordinating with Sales, Logistics and Production for stock supply.
• Manage sales documents as contract preparation and sales process from sales order placement, invoicing to debt following-up.
• Build relationship with customers and develop/support initiatives to improve services and add value to customers.
• Assess customer services, delivery and quality issues by conducting customer surveys, customer opinion analysis and yearly customer satisfaction surveys. Handle customer complaints and claims professionally and properly.
• Coordinate with Sales and Marketing teams to launch marketing program successfully to end-users / customers.
3. Cylinder Management:
• Manage cylinder deposits, cylinder borrow/returns and follow up cylinder rotations.
4. Compliance:
• Ensure all customer documents in compliance with government and company requirements by working with Legal team
• Lead e-invocing project.
• Develop, implement and improve standard operating procedure (SOP) including Sales process and CS manual.
5. Reports
• Develop sales performance and customers reports such as period volume reports, customer balance reconciliation reports and authorities reports regarding trade requirements, etc.
• Verify discount, promotion, rebate monthly and deduct to customer
6. People Management
• Build up a capable and professional Customer Service team to fulfill Company’s duties effectively, and manage the team, optimize its activities and productivity.

• University graduates in business administration or trading business.
• At least 5 years of experience in commercial management role, prefer in customer services or sales operations.
• Good leadership skills.
• Good English and Vietnamese communication.

- following company benefit policy

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