Customer Service Executive

CS Executive will contribute to Supply Chain operation in Bel Vietnam. Responsibility for transport operation of Bel Vietnam and directly report to Senior Customer Service Supervisor:

• He/She is responsible for planning and supervising shipments, scheduling routes, tracking orders, and ensuring proper storage and distribution of products. They monitor transportation costs, maintain records, and ensure compliance with shipping regulations.

• He/She needs the ability to work with many stakeholders such as factories, supplier transport/WH, Customer service, Sales, Marketing, Finance, etc.

RESPONSIBILITIES – WHAT DOES SUCCESS LOOK LIKE?

1. OTC management:

• Utilize SAP order management system to process customer orders, complete order changes, and monitor compliance of all assigned accounts.

• Process customer orders which include the sample requests, donation orders, return orders.

• Ensure efficient and seamless order processing, accurate management, and timely order fulfillment.

• Follow and monitor performance metrics, especially in campaigns.

• Optimize fulfillment cost by following the MOQ and the truck usage according to the delivery route as company objectives and key results.

• Follow and monitor performance metrics, especially in campaigns.

• Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements.

• Collaborate with warehouse and logistic to address order-related inquiries and resolve customer issues/ claims/ complains.

• Ensure to make a positive customer experience throughout the delivery process.

• Task allocation:

o 70% operational

o 30% analysis and reporting

2. Master Data management:

• Data of customers and items are updated accurately and continuously in a timely manner to ensure the smoothly operation of all steps.

• Liaise with Commercial Master Data and Sales to edit, add, and inactive customer entities in SAP.

3. Continuous Improvement:

• Identify process bottlenecks, inefficiencies, and areas for improvement in daily operations.

• Analyze data, gather feedback, and implement process enhancements or automation to streamline operations and reduce costs and time.

• Proactively identify order trends and patterns that will drive efficiency for customers & Bel Brands.

SKILLS & EXPERIENCE REQUIREMENTS

1. Requirements

- Bachelor's degree in supply chain management, business administration, or a related field.

- Proven experience in customer service, preferably in an FMCG environment with at least 2 years of experience.

2. Skills

- Understanding of OTC processes, customer service, and supply chain principles.

- Analytical and problem-solving skills.

- Be attention to detail and accuracy.

- Effective communication and collaboration skills.

- Ability to thrive in a fast-paced and dynamic environment.

- Good in English written, spoken, and interpersonal

- Experience using Microsoft Office; especially Excel for analytical analysis.

- Knowledge using Power BI and SAP as a plus.