Customer Service Officer

PURPOSE OF THE POSITION

• To manage order fulfilment and process optimization
• To monitor deliverable sell-in vol
• To lead the initiatives and activities in related to CS improvement project
• To ensure the master data update and maintenance in related to the order processing (glassRUN)
• To organize and harmonize any incoming complaint from the customers.  And align the process of complaint handling from the chatbot system within internal
• Maintain the quality of distributors gRun and ensure the overall performance of gRun order
• To contribute a synergy and collaboration with CSLP, Sales and distributors

RESPONSIBILITY

Complaint Monitoring

• KPI Complaint monitoring
• Smooth complaint handling process until case completely close

Order Processing/Fulfilment Monitoring

• To ensure the fulfilment of Order is on time and in full
• To maintain the transaction data as fulfilment monitoring
• To record all matters related to fulfilment failures
• CFR deployment report

Reporting

• Consolidate CFR deployment report
• Sell-in Opco Dashboard (email)
• Green Distribution
• Logistics Accrual

CS&D Activity/Project Adm. Claims

• To process & follow-up all claims related to the activity of CS&D
• To ensure the claim is comply and completely settled

Input for Improvement

• To propose idea for service improvement to customer or cost effectiveness

Customer Experience

• To deliver a good experience to customers.  E.g: Quick respond, giving early & complete information