ABOUT YOUR ROLE:You will supervise the day-to-day activities of the Customer Service Team. You will be responsible for process improvement and digitalisation of the existing processes. 

YOUR RESPONSIBILITIES WILL INCLUDE:

Communication and Sales Support 

• Support the Sales Team to achieve sales goals by helping in administrative tasks like
• Support Sales team with customer inquiries on products.
• Coordinates and supervises the daily activities of the team and responsible for team leadership and tasks such as: attendance/vacation schedule, training coaching and development.
• Evaluate the effectiveness of customer service operations. Coordinate customer service function with other departments.
• Proactively communicate supply chain issues and provide alternatives.
• Provide responsive order management support including order entry, or expediting and shipment information to customers.
• compliance with established procedures and maintain effective indent inventory management
• To ensure sample requisition from customers is fulfilled.

Driving Digitization Initiatives

• Actively promote and support customers to use My AD Portal.
• Optimise customers’ adoption rate and achieve KPI
• Compiling feedback on issues, convert into opportunity for enhancements with CX team

Customer Experience Enhancement

• Identify VOC (Voice of Customer), customer concerns, investigate and resolve problems, and respond to customer inquiries. 
• Oversee and conduct assessments of customer needs
• Champion customer needs and follow-up on customer inquiries
• Maintain high levels of communication within the customer service team.
• Actively participate in training to expand technical skills and improve services provided to customers.
• Maintain a strong database of potential customers by taking proactive steps to engage with them.
• Main contact with customers via different communication channels (Phone, Email, Social Media, Chat Applications)
• Take proactive steps to maintain positive customer experiences.
• Recommend corrective services to adjust customer complaints. 
• Any other duties and responsibilities that may be assigned to you by the management from time to time

Process Improvement

• Develop, recommend, and coordinate the implementation of new procedures. 
• Communicate, implement and interpret customer service policies and procedures. 
• Attend meetings for process improvements
• Other admin / non-direct sales tasks as required.

Team Management

• Train and provide development opportunities for staff.  
• Monitor and evaluate team members, and adjust training where needed.
• Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.
• Act as a team role model and change-agent.
• Positively lead and influence team members to partner together to achieve individual and business goals.

• Diploma or  Bachelor’s Degree in any related fields
• 8+ years experience in B2B customer service in multinational companies;
• Experience in leading a team is a must. 
• Strong written, verbal communication skills across levels and multiple functions in the organization
• Extensive experience in gathering and interpreting customer experience information.
• Ability to multi-task and use the information provided by customers to tailor responses and actions to meet specific needs.
• Excellent verbal and written communication skills in English
• Excellent collaboration and problem solving skills
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office

Don't hesitate to send your English Resume via email Ngoc.lg.tran@ap.averydennison.com