The Customer Service (CS) Professional is responsible for following up orders and providing services to customers. Provide Customer Service in a Call Center or other area of the operations to assigned customers and accounts. Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment. This position differs from the “Internal Sales Consultant” position in that the majority of time is dedicated to supporting the sale activities and the customer and not toward direct selling.
YOUR RESPONSIBILITIES WILL INCLUDE:
Respond to customer requires and requests (via telephone, fax and mail) in a timely manner.
Understand customer needs and provide timely response to customer request
Coordinate with sales team, other departments and production on delivery of goods and services.
Handle customer complaints according to the Company procedures and services standard, able to suggest corrective actions to drive cross departments for service improvement
Communicate with customers and vendors regarding the latest development of the customers to maintain updated customer profile information.
Proactively share among team members on new product/system knowledge/process improvement.
Provide suggestions to the supervisor on the improvement of the current order / operation flow to increase efficiency.
Be proactive and self-aware.
Provide selling support to respond to management needs
Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment
Authorizes credit memos/refunds within policy and according to established procedures.
Champion customer needs and follow up on customer inquiries
Provide responsive order management support including order entry, or expediting and shipment information to customers
RBIS solutions & products & manufacturing process
Knowledge of customer garment production lead time & ordering process
RBIS E2E order to cash process.
Ensure all tasks are performed with a strong commitment to Safety and the implementation of 5S practices.
WHAT WE WILL BE LOOKING FOR IN YOU:
Bachelor’s Degree required.
Strong communication skills.
Problem solving skills
Lean/Process Excellence, Digital and Automation Mindset, Data & Analytical
English skills – advanced reading & speaking
Understanding of applicable computer systems, such as Microsoft Office, Lotus Notes, Google applications especially Google sheet/Excel and function specific software (Macro VBA,...)
1-3 years experience in the apparel industry preferred
Focus on customers & market
Drive action & execution
Collaborate across boundaries
ON THE JOB LEARNING:
Develop ability to handle customers’ enquiry and complaints by offering alternatives in addressing issues, make simple analysis & set priority for tasks Provide own point of view / suggestion when discussing with superiors.
Interaction with customers and colleagues will help develop your communication skills, including how to provide detailed instructions and, on-the-job demonstrations.
Develop your ability to work with procedures and plan work according to the situational needs in order to accomplish a larger objective.