Primary duties and responsibilities
Order Processing & Replacement Management
- Process customer orders accurately and ensure all required details are captured in the system.
- Place replacement lens orders and ensure efficient, accurate processing of all order details and issuance of credit notes when applicable.
- Assess complaint and replacement jobs raised by ECPs in a timely manner.
- Work closely with the Commercial/Cut, Edge & Fit Team to resolve issues related to ECP replacement jobs.
Complaint Handling & Documentation
- Raise Customer Complaint (SCC) forms and maintain familiarity with complaint categories in the U8 system.
- Assist in preparing customer complaint reports related to returns and quality issues.
- Maintain accurate records of orders, communications, complaints, and delivery documentation.
- Ensure compliance with the Zeiss Warranty guidelines when managing complaints and replacements.
Order Fulfillment & Coordination
- Coordinate with logistics and warehouse teams to ensure timely and accurate order fulfillment.
- Track shipments and proactively update customers on delivery status or delays.
- Co-ordinate with Thailand FDA to ensure smooth and compliant importation of goods.
Cross-Functional Collaboration & Continuous Improvement
- Collaborate closely with Commercial and other internal teams to meet customer expectations.
- Support continuous improvement initiatives to enhance service efficiency and overall customer experience.