Principal Accountabilities:
This role may focus on some or all of the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to:
Order Management:
- Place, amend and orders, liaising with other service partners
- Manage Delivery Status – take ownership of delivery status enquiries and trouble-shooting; proactively tracking and Business Partners as required
- Delivery Schedule Support Service – proactively call out to Customer, to manage Delivery issues
- Schedule standard and non-standard orders (packed product)
- Process Returned Product
Credit Management
- Manage the customer experience by performing identified tasks (i.e. credit status inquiries, blocked order management) within prescribed timeframes, in close collaboration with the finance
Feedback and Issues:
- Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers
- Manage and monitor Customer & Distributor complaints mailbox through to resolution.
Requirements :
Skills and Qualification:
- Excellent interpersonal skills
- Effective organizing skills
- Excellent problem solving skills
- Effective communication skills
- Attention to details.
- High level of accuracy and responsibility to follow through
- Excellent customer insights.
- Personality: honest, trust worthy, respectful, sensitivity, flexible, integrity
Additional information:
- Gender preferred: not specified
- Age preferred: 30-40
- Working experience: senior customer services/ 3 – 5 experience working years, prefer experiences in FMCG field, experiences in lead team
- Experiences in SAP system
