Ho Chi Minh City, Vietnam
It's important to create values, share values and respect values of others.
1.Order Management -Build Working Instructions and SOPs by Brand, by Customers and by Product lines for CS executives to work and manage their daily task -Work with CS leaders and supervisors to ensure service level and other KPIs follow-up. -Read data reports to understand business trends, current workload, and productivity in team -Work with sales team to understand customers’ demands, requirements for service, products, delivery schedule, and other requirements to win the business -Work with all internal departments from finance to production to logistic to ensure providing the best solutions and services to customers -Attend weekly MDI meeting with Managers of all production lines to understand the current difficulties, current issues, what to do to resolve and sharing best practice across teams. -Coordinate with Credit Management team to track the order histories, invoices to resolve bad debt, follow up cash in advanced customers. -Check with sales and call customers directly to have feedback of current services if we are doing well and need to improve anything. 2.Project Management – Business development -Work with all related departments and teams (VN, HK, UK, US teams) to understand the projects, the roles and responsibilities of each department, build up the workflows from item development to orders to delivery 3.People Management -Build up the training program “CS Orientation” for newcomers: training agenda, contents, quiz tests, send out the report of test results of newcomers to all CS manager/supervisors to follow up. -Coordinate with Human Resources in recruiting, evaluating, testing, and selecting customer service executives/Leaders. -Encourage teammates to raise up innovated ideas, improvement process, best practices as well as lessons from failure to all the teams. -People focus – listen positively, receive feedback from teammates, observing and help teammates to build up their career path. -Coach and train the CS leaders and supervisors
- Manage a team with 15-20 customer service executives. - Support team in daily tasks, solving problem, coordinate with other departments to improve process, solve the issues, etc. - Partner with Inside Sales to achieve sales goals - Monitor and evaluate team members, and adjust training where needed. - Positively lead and influence team members to partner together to achieve individual and business goals. - Arrange jobs/customers among team, balance work in team - Training: job knowledge, solving problem skill, soft skills, etc. - People development, encourage teammates in self-development, handling stress, continuous improvement mindset, etc. - Project management - Report to Customer Service Manager
* Salesman – domestic orders Responsible for domestic sales, searching new customers and suppliers…. - Make company – Apparel Division profile. - Handle current customers - Look for new customers. - Look for fabric and accessories suppliers, sewing factories which provide medium to high quality to be suitable to customers’ inquiries. - Make price calculating sheet to offer the best quotation to customer as well as bringing the best profit to company. - Follow orders to ensure the quality of products and the punctual delivery date. - Solve problems during the mass production and customers’ complaints. * Merchandiser: Responsible for Japanese head office orders. - Receive order information from Japan then work with sewing factories to implement production. When have problem, working with head office and Team Manager to give the solutions. - Follow fabric orders: work with fabric factories in Vietnam to place fabric orders, negotiate price, exchange information from Japan and Vietnam to deliver fabric to sewing factories on time and to solve problems. - Attend Japanese customers to visit suppliers, sewing factories. - Report to team manager.
Responsible for assisting the manager with the day to day delivery schedule, orders control, troubleshooting, etc. Liaise with Korean customers and their factories in Vietnam to check if there is any problem and deal with any their queries. Makes sales data for presentation every month. Duties: - Handle medium customers. - Liaise with new customers in Korea and Vietnam to negotiate prices and terms to make the sales contracts and get orders - Process orders from customers with related departments in office and factory to follow and ensure the quality of the goods, the punctual delivery date, and solve the issues. - Go to customers’ factories to train their staff about our product and our working procedure and to check and solve the problem when receive claims. - Work with purchasing team to import material based on customers’ forecasts and to develop new products based on customers’ requests. - Manage the use of courier service to Korea in team. - Contact and negotiate with supplier to purchase material to make trim cards for customers. - Coordinate with sales manager and colleagues in team to ensure achievement on monthly and annual sales goals. - Train and coach new staff in team. - Prepare sales data for report.
Responsible for assisting the salesman with the day to day delivery schedule, orders control, troubleshooting, etc. Duties: - Quote the price and make sales contract with new customers based on salesman information. - Receive orders from customers and work with other departments in office and factory to follow and ensure the quality of the goods, the punctual delivery date, and solve the issues. - Work with purchasing team to import material based on customers’ forecasts and to develop new products based on customers’ requests. - Coordinate with salesman to ensure achievement on monthly and annual sales goals. - Do marketing research to collect information about the competitors, kinds of zippers used the most.