CUSTOMER SERVICE EXECUTIVE

JOB DESCRIPTION

- Receiving, checking and handling daily purchase order from customer thru email, fax, or walk in
- Handling daily inquiry regarding purchase order through phone call.
- Entertain and reply customer thru email, phone call or walk in customer.
- heck order and follow up order with customer to make sure information received correct and complete.
- Ensure all templates or plywood samples received shall in good shape and condition before proceed measurement.
- Sorting customer Purchase Order based on fabrication type (Tempered, Lamination, Workmanship, Insulated glass) and urgent order.
- Distribute confirmed Purchase Order to Customer Service(CS) team members to proceed Work Order.
- To ensure daily work orders must completed after evening cut off time with printed documents and relevent stickers distribute for production to proceed processing.
- To ensure any amendment and cancellation on work order must update in system and all related documents and stickers distributed shall be collected from production to avoid unnecessary order processing and double orders.
- Reply customer detailed feedback on their order or delivery status.
- Responsible to double check the purchase order info to ensure and avoid rejection due to wrong info and order details given to production.
- To ensure Customer Complaint Form(CCF) is well implementing & follow up on Replacement and rework issues.
- To raise requisition on any new item code which no update in system.
- To ensure any outsource order information such like Sandblasting, - - Ceramic printing and Colour spray shall be raise on Outsource
- Purchase Requisition Form for purchasing section to proceed the order.
- Distribute and monitor sectional daily assigments on CS teams.
- Responsible to inform production planning & delivery and production department for any changes from customer.
- To ensure all documentation on CS section are proper filling and labelled accordingly(such like PO, drawing attachments, work orders, customer complaint forms and etc…)
- To coordinate and prepare for Sales & Marketing personnel on the documents request on related orders(such like Heat soaked report,
- Sirim test report and etc)
- To prepare and present monthly management meeting reports on related customer service section.
- Work as the middleman between management and customer to facilitate good communication and airing of complaints from both parties to sort out all issues.
- To carry out others assignment instructed by HOD and manager from time to time
- Responsible to ensure safety and functionality of office equipment for fast respond to customer request.
- Keep monitoring on team members' performance for annual appraisal.