Customer Services Supervisor

Customer Services Supervisor

CS Supervisor

Job Description:

Customer Complaint Process:

• Follow the Customer Complaint handling process;

• Consolidate Customer Complaint in one tracker;

• Track the progress and update monthly;

• Consolidate the document support and send to customers.

Truck/Container Booking & Exposing Sales Order:

• Call the Logistic booking truck/container for delivery;

• Follow up the truck booking plan to ensure in-time loading & delivery;

• Compare the truck booking plan against the actual arrival & loading to assess the practice and establishing the preventive actions to ensure no rejection of order or decrease order volume;

• Notice the truck booking plan to concerned people;

• Expose and check Sales Order with Customer Service Officer & Warehouse and make sure loading right item, right quantity for right order.

Customer Service Standards and Policy:

• Propose, develop, obtain internal agreement, annually update and communicate to Knauf team, and customers Knauf with customer service standards and policy;

• Customer standards are in line with reasonable customer expectations;

• Customer service standards are measurable and can cover accuracy of order taking, order fill and completion, speed and completeness of product and services recall, speed with which customer issues are resolved, manner and effectiveness of customer service staff, number of complaints etc.;

• Ensure that Customer Service activity is well rated by customers and is monitored by the management team linked to individual KPIs set by the Customer Service Manager.


Other tasks:

• Provide supports to line manager to solve problems with regards delivery issues;

• Provide help and advice to customers using our products or services;

• Develop feedback or complaints procedures for customers to use;

• Train staff to deliver a high standard of customer service;

• Lead or supervise a team of customer service staff;

• Learn about our products or services and keeping up to date with changes;

• Communicate courteously with customers by telephone, email, letter and face to face;

• Handle customer complaints;

• Prepare Monthly report, Stock sales report, Daily sales report.


Job Requirement:

• Education & Experience:

• Bachelor degree in any related major;

• About 5 years experiences in customer service in manufacturing company

Required Skills/Abilities:

• Proficient to Microsoft Office (Outlook/Word/Excel);

• Good English communication skill;

• Good administration and organization skills;

• Good collaboration and service mindset  ;

• High responsibility and driven results;

• Self-motivated and willing to learn.


Other Information:

• Working Place: 8th Floor, TNR Tower, 54A Nguyen Chi Thanh, Dong Da Dist., Hanoi;

• Working Time: 8:30AM – 5:30PM (the breaking time: 12:00PM – 1:00PM);

• Apply your CV via or Mobile/ Zalo: 035 790 1763 (Ms. Anh Le).