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Customer Service Executive

CÔNG TY TNHH LA MANNE BAKERY · Hà Nội
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Loại hình
Toàn thời gian
Hình thức
Tại văn phòng
Cấp bậc
Nhân viên
Ngành nghề
Chăm sóc khách hàng
Mức lương
Thương lượng
Địa điểm
Hà Nội, Hà Nội, Hà Nội

Tổng quan

  • Order Handling and Delivery:
  • Efficiently receive and process customer orders through CRM.
  • Carefully review incoming orders for accuracy, completeness, and feasibility.
  • Provide timely and accurate order confirmations and updates to customers.
  • Maintain clear communication with customers regarding order status and any potential delays.
  • Effectively coordinate with the kitchen team and other relevant departments (e.g., delivery, packaging) to ensure timely order fulfillment. Communicate any special requests or instructions from customers to the appropriate teams.
  • Monitor order progress and proactively address any potential bottlenecks or issues.
  • Customer Interaction & Sales Optimization:
  • Respond promptly and professionally to customer inquiries via phone, email, and chat.
  • Address customer inquiries and concerns related to their orders (e.g., order tracking, delivery issues, changes).
  • Proactively make outbound calls to past/inactive customers to drive re-ordering and re-engage relationships.
  • Leverage deep product knowledge to upsell and cross-sell to existing customers, maximizing account value.
  • Provide accurate and comprehensive information about products, services, and policies.
  • Proactively identify and address customer needs and concerns.
  • Maintain a positive and helpful attitude when interacting with customers regarding their orders.
  • Issue Resolution:
  • Investigate and resolve customer complaints and issues efficiently and effectively.
  • Escalate complex issues to the appropriate team members.
  • Follow up with customers to ensure their issues are resolved to their satisfaction.
  • Document all customer interactions and resolutions in the CRM system.
  • Operational Excellence:
  • Adhere to established customer service procedures and guidelines.
  • Contribute to the development and improvement of customer service processes.
  • Financial & Logistics Reconciliation (End-of-Month):
  • Reconcile monthly sales revenue and inventory data with consignment customers.
  • Verify and reconcile monthly trucking/delivery freights and warehousing/storage fees with logistics partners.
  • Prepare and submit Purchase Requests (PRs) and payment requests for transportation and warehousing expenses in a timely and accurate manner.
  • Perform other duties as assigned by the supervisor.
  • Make reports as required.

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