Manage and monitor customer satisfaction during and post build
Using internal knowledge to response to customer and dealer questions/ enquiries.
Ensure new boat order process is running smoothly without mistake after receiving orders from sales team:
Issue work order for related teams
Export BOM and present for Production team to review and approve.
Follow up with customers/ dealers make sure built spec is all filled out which included color selections, equipment location…
Enter order into Pheenix, Salesforce and CWS file
Update orders with new variations (if any). Make sure that any changes be updated to production team as soon as possible.
Coordinate with import/export to organize shipping and keep good communication with dealers/ customers.
Ensure production status is formally updated to customers/ dealers on a monthly basis.
Ensure boat information such as boat name, engine numbers, hull number are recorded against each boat
Issue invoices and collect stage payment and final payment prior shipping. Update cashflow and keep record of received payment.
Ensure material cost and labor cost are recorded against each boat order.
Ensure all orders are shipped with correct paperwork and documentation. This includes loading soft copies of manuals to USB and delivering to production team to be loaded with the boat.
Prepare International registration for local launches and coordinate with export department, local stakeholders and local authorities to enable successful launches
Coordinate the delivery with the export team, make sure that they have accurate information for planning.
Communicate this process with the customer on approach to launch and prepare their expectations and requirements prior to departing from their home country.
Ensure all warranty cases are closed in a timely manner and customer satisfaction remains as high as possible
Receive, record, solve and report all warranty cases
Take required actions to remedy outstanding warranty cases
Record “solutions” in salesforce which can be referred to by dealers, internal staff or customers (in future) in repeat cases
Record costs against all cases for reporting purposes
Present cases to managers for review, instruction and approval
Contact & arrange for the warranty to be fixed either by external supplier or internal staff.
Provide customers with support by using the internal knowledge of the management team to help solve issues
Report all warranty issues to the production team and where required record agreed action plans to be followed by the production team to prevent reoccurrences
Generate reports per request of BOD.
Any other projects as required by the Customer Service Manager to better the overall profitability of the company
Ensure satisfactory level of additional options revenue.
