Profil du candidatGood teamwork
Customer relation management knowledge.
University graduated, background in Economic/Trading/Finance will be preferred.
Good English and Vietnamese communication and writing.
Good at Excel, ability of working with data and reporting.
Lubricant business background will be a plus.
Professional Logistic/Communication/Computer skill.
Hard working and customer service mindset.
Minimum 3 years’ experience in Customer Services.
ActivitésOur Company reflects the diversity of our employees. At TotalEnergies, the wide variety of talents drives our competitiveness, our ability to innovate, and our attractiveness. Therefore, we welcome differences in age, disability, gender reassignment, pregnancy/maternity, race, religion, beliefs, sex, sexual orientation, and family/parental status.
We believe Diversity makes us better.
Key Activities:
Refer closely to Sales forecast, Marketing promotion, Stock, Lifting plan, Upcoming plan, product allocation when process Sales Order.
Provide customer information for Sales team to prepare Sales contract. Follow up till Sales Contract is signed and effected. Manage hard and soft Sales Contract, Annex. Tracking the expired date of the Contract for re- signing or liquidation. Especially, closely follow up contract for new customer account.
Provide data/documents/information for auditing in requested
Fulfill other tasks and/or assignments requested by the manager and/or the board of management.
Responsible for providing information/advice relating to products, distribution area, segments, payment, Sales/Marketing programs, Sales policy, Customer Service Procedure… to customer(s) including distributors in prompt manner and in compliance. Make sure which relating information is allowed to be shared or not.
Responsible for proceeding sales orders accurately, timely. Proactively approach to the internal functions to ensure that an order is delivered successfully in compliance and with commercial mindset. Solve arisen issues during proceeding order such as special price, payment transfer notification, inventory, logistic, invoice, approval…with result- oriented mindset.
Back up for team member in case, some ad hoc case.
Work as frontline: Responsible for receiving customer complaints/feedbacks/requests then coordinating with internal functions to ensure customer issues/complaints/queries are resolved and communicated back to customer(s) in a timely manner. Escalate issues promptly to Line Manager in critical and important cases.
Have strong customer- oriented attitude, “can do” behavior, coherent communication, logic thinking when work with internal and external customers. Can work under high pressure, multi- tasks. Quickly adapt to changes/new concepts. Well- perceived, analyze and treat information. Open minded and teamwork for high efficiency.
Provide full COO- COA following customer request – Be Coordinator of CS team for this task.
Key Interfaces: Sales & Marketing, Operations, Logistic, Warehouse, Finance department.
Contribute to update Customer Service procedure. Understand and follow up all Customer Service procedures. Ensure Customers service activities are implemented accordingly.
Monitor pending orders, sales orders, goods shortage status and report to S&M VP, Line Manager and inform related RSM and Head of Sales to ensure that the volume can be managed.
Set up data/logbook to follow up, manage customer service activities and report in need: Special price, Inventory tracking, sales order logbook, complaint status list, customer information, COO- COA, COGs, Sales contract, Order quantity, volume, letter to Customers/DP
Contexte et environnementEnsure customer experience is positive
Understand and comply with all TVL policies
Flawless execution of all Sales order and customer inquiry processes and sub- processes.
Practice and promote safety controls- Integrity, Customer Care efficiency and continuous process improvement.
Always act in professional manner and maintain a strong business relationship with assigned customers.
