Vietnam Furniture Resources (VFR)

4. Duties and Responsibilities

Assistant Customer Service Manager will be expected to perform the following tasks:

- Support Customer Service Manager to leading customer service department in order to achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

- Plans and implements after-sales services to maintain operating performance of goods purchased and to modify and improve services rendered.

- Work closely with production, planning, sales and marketing departments to proactively provide customers with needed information and to identify and respond to customer expectations.

- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

- Well understanding staff’s job requirement for back up:

• Receive new sample request making PO from customer.
• Send the sample shipping list to Planning for shipment
• Dealing with any correspondence relevant to customers regarding orders, shipping, stock and enquiries.
• Inputting orders for customers and ensuring orders are released and shipped within specified timeframe.
• Receiving customers’ complaints/ inquiries and working closely with related departments to put it right and obtain customers satisfaction.
• Preparing and sending reports regarding customers’ orders, shipments, accounts, etc, to the customer and sales department.