Feedback Management: Document customer feedback, common pain points, and recurring technical glitches, reporting them regularly to management to improve overall service quality.
Cross-Functional Coordination: Support day-to-day front-line administrative operations and assist other teams during peak launching campaign periods.
Education: Minimum Diploma or Bachelor’s Degree in any field. Fresh graduates with a passion for customer service are strongly encouraged to apply.
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Authority to take decisions in accordance with AB Volvo’s Authorization rules for the respective role.
Carry out all kinds of customer appointments raise preliminary repair order in GDS, and record estimated time on planning sheet for short and long term work.
Obtain customer approval / agreement for work to be performed (signed Quotation) and inform estimated repair cost and delivery / pick up time.
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To feedback to other departments on customers’ comments for improvement.
To ensure effective communication with other departments (including Production and Material Control Department) for on time and accurate delivery of finished goods to customer.
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Monitor service performance against SLAs and KPIs, identify improvement opportunities, and drive continuous process enhancements to improve operational efficiency.
Manage governmental stamp duty submissions and related documentation for purchase orders, ensuring compliance with relevant regulatory requirements.
Support internal controls, compliance, and audit activities while coaching and developing team members to achieve operational excellence and business objectives.
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Liaise with the business to tackle any blocking point (data issue, shortages, claims, credit limits and overdues) which would prevent/delay customer deliveries.
Liaise with Supply Chain team members to ensure proper life cycle of the order (delivery date, order closing).
Ensure data accuracy by promptly completing and documenting tasks such as onboarding new customers, vendor creation, updating payment terms, and changes to customer addresses.
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Responsible for all forecasting activities associated with customers and products.
Create and maintains forecasting template for key customers and products
Handle monthly forecast review, highlight any significant changes to top customer products forecast vs past month’s average sales volume due to LTO activity, new outlet expansion, new recipe or seasonality.
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