CUSTOMER SERVICE REPRESENTATIVE (consumer Raw Materials)

Position Summary:

We are seeking a highly motivated and Customer Service Representative to join our growing team in Ho Chi Minh City. In this role, you will be the contract point for key accounts in Vietnam, ensuring their complete satisfaction with our products and services. You will lead customer service initiatives, collaborate closely with cross-functional teams, and drive continuous improvement within the customer experience.

Key Responsibilities:

Customer Relationship Management and sales support:

• Together with sales team to build and maintain strong, long-term relationships with key accounts in the region.

• Collaborate closely with the sales team to identify and pursue new business opportunities.

• Provide product demonstrations and presentations to potential customers.

• Prepare and deliver accurate and timely quotations for corporate products (raw materials for manufacturers)

• Conduct regular customer satisfaction surveys and analyze feedback to identify areas for improvement.

Order Fulfillment:

• Manage the entire order fulfillment process, from order entry to delivery.

• Ensure timely and accurate order processing and delivery.

• Monitor and resolve any order-related issues, such as delays or discrepancies.

Process Improvement:

• Continuously analyze and optimize customer service processes to enhance efficiency and effectiveness.

• Identify and implement best practices to improve customer satisfaction and reduce service costs.

Reporting & Analysis:

• Prepare and submit regular reports on key performance indicators (KPIs), such as customer satisfaction, order fulfillment rates, and resolution times.

• Analyze customer data to identify trends and areas for improvement.

• Bachelor's degree in Business Administration, Logistics, or a related field.

• Minimum 3 years of experience in customer service, preferably with a focus on key account management.

• Excellent written and verbal communication skills in both Vietnamese and English.

• Strong interpersonal and communication skills with the ability to build rapport and trust with customers.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM/ERP/SAP systems.

• Good analytical and problem-solving skills with the ability to identify and resolve complex issues.

• Highly organized and detail-oriented with the ability to manage multiple tasks effectively.

• Good customer orientation with a focus on exceeding customer expectations.