Customer Service Representative

Duties and responsibilities
• Manage and monitor customer satisfaction during and post build
• Using internal knowledge to response to customer and dealer questions/ enquiries.
• Ensure new boat order process is running smoothly without mistake after receiving orders from sales team:
o Enter order into Pheenix, Salesforce and CWS file
o Export BOM and present for Production team to review and approve.
o Issue work order for related teams
o Follow up with customers/ dealers make sure built spec is all filled out which included color selections, equipment location…
o Update orders with new variations (if any). Make sure that any changes be updated to production team as soon as possible.
• Issue invoices and collect stage payment and final payment prior shipping. Update cashflow and keep record of received payment.
• Ensure production status is formally updated to customers/ dealers on a monthly basis.
• Coordinate with import/export to organize shipping and keep good communication with dealers/ customers.
• Ensure material cost and labor cost are recorded against each boat order.
• Ensure boat information such as boat name, engine numbers, hull number are recorded against each boat
• Ensure all orders are shipped with correct paperwork and documentation. This includes loading soft copies of manuals to USB and delivering to production team to be loaded with the boat.
• Prepare International registration for local launches and coordinate with export department, local stakeholders and local authorities to enable successful launches
o Communicate this process with the customer on approach to launch and prepare their expectations and requirements prior to departing from their home country.
o Coordinate the delivery with the export team, make sure that they have accurate information for planning.
• Receive, record, solve and report all warranty cases
• Ensure all warranty cases are closed in a timely manner and customer satisfaction remains as high as possible
• Take required actions to remedy outstanding warranty cases
o Present cases to managers for review, instruction and approval
o Provide customers with support by using the internal knowledge of the management team to help solve issues
o Record costs against all cases for reporting purposes
o Record “solutions” in salesforce which can be referred to by dealers, internal staff or customers (in future) in repeat cases
o Contact & arrange for the warranty to be fixed either by external supplier or internal staff.
• Report all warranty issues to the production team and where required record agreed action plans to be followed by the production team to prevent reoccurrences
• Generate reports per request of BOD.
• Any other projects as required by the Customer Service Manager to better the overall profitability of the company
• Ensure satisfactory level of additional options revenue.

BH sức khỏe
,#Du lịch - teambuilding
,#Bữa trưa và đồ uống không giới hạn

English, Customer Care Mindset, Communication, Customer Service Industry, Client Service Management