Customer Service Leader

Sales Operations & Order Management
• Process and manage sales transactions in the ERP system, including Sales Orders (SO), Sales Agreements, Shipment Instructions (SI), and Warehouse Shipments (WS).
• Oversee the Sales Order Return (SOR) process, including cancellations, exchanges, and returns in accordance with company policies and procedures.
• Monitor and manage the full order lifecycle from order receipt to delivery completion, ensuring accurate system updates, complete documentation, and timely fulfillment.
• Support and guide Customer Service team members in order processing to ensure operational accuracy and efficiency.
Pricing Control & Commercial Compliance
• Collaborate with the Sales team to resolve pricing issues and ensure smooth order execution.
• Ensure all pricing approvals comply with company policies and are supported by appropriate justification and documentation.
• Review and approve minimum price exceptions for Sales Orders within the authorized approval scope.
Logistics Coordination & Order Fulfillment
• Track logistics performance and prepare periodic operational and logistics reports.
• Work closely with Sales and Logistics teams to address operational challenges and minimize potential risks or losses.
• Monitor key operational and financial factors including exchange rates, inventory value, delivery lead times, and sales terms.
• Coordinate with customers regarding Purchase Orders (POs), delivery schedules, inventory availability, and order margins.
Customer Relationship & Service Management
• Maintain and strengthen customer relationships through proactive communication and regular engagement.
• Gather and analyze customer feedback to identify service improvement opportunities and enhance the overall customer experience experience.
• Respond to customer inquiries and resolve complaints promptly to ensure high levels of customer satisfaction.
Team Coordination, Reporting & Process Improvement
• Act as both a hands- on contributor and team coordinator in daily customer service operations.
• Prepare regular reports on order status, service performance, and operational issues for management review.
• Ensure compliance with company policies and procedures while identifying opportunities to improve processes, optimize systems, and enhance service quality.
• Perform other duties and responsibilities as assigned by the Customer Service Manager or senior management.
• Provide guidance, coaching, and support to Customer Service team members to ensure consistent service standards and efficient workflows.
Perform other duties as assigned by the direction of BOD.

Premium healthcare
Training and development program
13th salary commitment

Cập nhật gần nhất lúc: 2026-03-30 19:15:02