Working location: 8th Floor, TNR Tower, 54A Nguyen Chi Thanh, Dong Da Dist., Hanoi
Knauf – German multinational company, founded in 1932, Knauf is one of the world’s leading manufacturers of construction materials for interior design, building insulation, and design ceilings.
Job purposes:
As Customer service supervisor role, the job purpose includes handling efficiently and effectively to deliver professional supports in timely manner for our sales team, in term of North’s clients (Quang Binh to the North). This position will report to Customer service manager.
Job responsibilities:
Customer Complaint Process
- Follow the Customer Complaint handling process
- Consolidate Customer Complaint in one tracker
- Track the progress and update monthly
- Consolidate the document support and send to customers
Truck/Container Booking & Exposing Sales Order
- Call the Logistic booking truck/container for delivery.
- Follow up the truck booking plan to ensure in-time loading & delivery.
- Compare the truck booking plan against the actual arrival & loading to assess the practice and establishing the preventive actions to ensure no rejection of order or decrease order volume.
- Notice the truck booking plan to concerned people.
- Expose and check Sales Order with Customer Service Officer & Warehouse and make sure loading right item, right quantity for right order.
Customer Service Standards and Policy
- Propose, develop, obtain internal agreement, annually update and communicate to Knauf team, and customers Knauf with customer service standards and policy
- Customer standards are in line with reasonable customer expectations.
- Customer service standards are measurable and can cover accuracy of order taking, order fill and completion, speed and completeness of product and services recall, speed with which customer issues are resolved, manner and effectiveness of customer service staff, number of complaints etc.
- Ensure that Customer Service activity is well rated by customers and is monitored by the management team linked to individual KPIs set by the Customer Service Manager
Other tasks
- Provide supports to line manager to solve problems with regards delivery issues.
- Provide help and advice to customers using our products or services.
- Develop feedback or complaints procedures for customers to use
- Train staff to deliver a high standard of customer service
- Lead or supervise a team of customer service staff
- Learn about our products or services and keeping up to date with changes
- Communicate courteously with customers by telephone, email, letter and face to face
- Handle customer complaints
- Prepare Monthly report, Stock sales report, Daily sales report
