Customer Service Specialist (9-month Temporary Contract)

The Role & Key Responsibilities

Job Title: Customer Service Specialist (9-month temporary contract)

Location: Ho Chi Minh City, Vietnam

Contract and shift pattern: 9-month temporary contract and normal working from Mon to Fri, 8:30 - 17:30

Coordinate with customers and key stakeholders (Toll manufacturer, Sale Managers, Inter-companies, logistic providers) to monitor the administration of Sales from receiving orders to invoicing for both domestic and imported goods and fulfil all after-sale requests from customers

What you'll be doing:

1. For Domestic produced orders (65%)

- Accepting orders, prepare contracts and orders as per agreed prices and terms then coordinate and follow up delivery schedules with Manufacturers and/or transportation providers.

- Communicating order to TMF/Credit controls and get invoice issued to customers.

- Support in customer debt collection as well as remind sales team to collect debt from the one who they are in charge of

- Support and feedback ad-hoc requests from customers upon delivery, after delivery for testing, documentations…

- Follow up supplier’s invoices (purchasing cost, warehouse cost, transport cost, services cost...) and send request payment of supplier’s invoices to finance.

- Follow up warehouse rental ‘s contract, cost and inventory.

- Follow up transportation’s contract and cost.

- Resolve customer complaints with patience and efficiency, escalating issues when necessary

- Maintain detailed records of customer interactions, transactions, feedback, and complaints in excel files.

- Follow up the execution and communication the procedures and guidelines of company commercial policies to customers

- Identify and assess customers’ needs to achieve satisfaction

- Collaborate with internal teams (e.g., sales, technical support, logistics) to ensure smooth customer experiences.

- Propose improvement process to enhance customer service quality

2. Customer Order & Inventory Management (Danmilk & Alphasoy) (25%)

- Manage inventory control and order processing for Danmilk and Alphasoy, ensuring accuracy and timely fulfillment.

- Coordinate and arrange outbound logistics to customers’ premises, liaising with relevant service providers to ensure on-time and efficient delivery.

3. Reports (10%)

- Make the weekly reports (sales, inventory); monthly reports (sales margin, order tracker); sales revenue and related reports are required by Manager.

- Monitor Receivable report, Prepare/ checking delivery/ inventory/ sales related (if any) reports as per request by Country Manager.

4. Secretarial/Interpreter Support if any at customers meetings.

5. Ad-hoc assignment by Country Manager time-to-time.

Yêu cầu công việc

• High level of experience of using Microsoft Office

• Understanding of Vietnam National Single Window

• Practice of Custom Declaration on E-CUS, VNACCS system

• Practice of Implementing Process of Feed related products inspection

• High level of English communication.

• Understanding of Import Export Procedures