Senior Customer Service Specialist

SCOPE AND RESPONSIBILITIES

• Responsible for full spectrum of order processing from Order to Cash (OTC)

• Work closely with the Order Centre in the US, Europe, China and other locations to ensure orders and shipments are processed promptly and accurately

• Interface with customers and freight forwarders for shipment booking promptly and accurately

• Handle and resolve customer complaints & follow up to ensure resolution in a timely manner

• Monitor orders closely, ensure on time delivery and provide full set of required documents to customers promptly

• Review shipping documents and ensure documents are in full compliance

• Negotiate Letter of Credit terms with customer and prepare shipping documents according to LC for submission to bank

• Follow up with customers and distributors on overdue invoices

• Translate Vietnamese customer terms and conditions as well as requirements into English and vice versa

• Assist and support in the migration of current order processing system to Order/ERP systems when needed

• Sales support role: assist sales in raising request via salesforce for customer regulatory and document requirements

• Assist sales for pricing and masterdata related quests

• Support in samples purchase and management for both dispatch and receipt

• Provide administrative support and other duties as assigned

• Follow company compliance and safety procedures and policies

• Min Diploma in business administration or logistics management

• Minimum 5 years’ experience in order management

• Great customer facing and team player

• Good knowledge of incoterms, payment term, import/export document requirements, etc.

• Knowledge and experience with import process into Vietnam

• Proficient in Microsoft Excel

• Fluency in English and Vietnamese

• Knowledge of Letter of Credit and Documentary Collections preferred