Return After Delivery Senior/ Supervisor

Purpose of Position:
• Proactive handling all RAD case from customers
• Reach KPI's of: timeline of process; number of RAD pending cases, Number of complete RAD cases
• Collect information from customers & PRN in order to improve the RAD process
• Understand product information, processing and report any adverse event with 24 hours for compliance

Responsibilities:
1. Complaints Receiving and Handling Quires, Return After Delivery Processing:
• Received and handle all feedback from customer related to return goods
• Calling out to customers to collect information related to return after delivery goods
• Support customer to full-fill all documents
• Contact and provide all documents for PRN to get approval for RAD related to their goods
• Coordinating with relevant departments and principals to handle the incident from customer's complaints
• Follow up report from beginning until close RAD as per defined timeline
• Forwarding all issues which are out of limits to the department windows and following up to make sure all RAD replied to the customers accordingly
• Propose changes RAD process and other related activities to ensure service standard and enhance service quality of the Company
2. Handling all tasks assigned by the Line Manager or Company Management
3. Attending training provided by the company, department which are necessary to handle the job
4. Attending department and company meetings
5. Adhering to the company policy

• University graduate of Business Administration/ Economics or relevant ones
• At least 3-5 years working experience in a similar role in Customer Services/ Operation with good understanding of logistics/ operation
• Working experiences working for Pharmaceutical company or Distribution business is a plus
• Strong English ability
• Good communication by English and Vietnamese
• Proficiency in Microsoft Offices (Word, Excel, Powerpoint)
• Good problem solving and negotiation.

- Performance bonus
- Premium Healthcare plan
- 18 days full paid leave a year

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