← Arcelik Hitachi Home Appliances Sales Vietnam Co., Ltd.
Senior Specialist Customer Care
Arcelik Hitachi Home Appliances Sales Vietnam Co., Ltd. · Hồ Chí Minh
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Type
Full-time
Work mode
On-site
Level
Staff
Industry
Other
Salary
Thương lượng
Location
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh
Overview
- Exchange & Return Case Management:
- Review and process exchange and return requests submitted through the Service Website.
- Validate customer information, warranty status, service reports, and supporting documents.
- Ensure all exchange and return cases comply with company policies and approval criteria.
- Track and monitor case status from initiation to completion.
- SAP Transaction Management:
- Create and maintain exchange/return transactions in SAP.
- Process material returns, replacement orders, credit notes, and stock movement transactions.
- Ensure accurate and timely data entry in SAP.
- Coordinate with Logistics, Warehouse, Finance, and Sales teams to complete SAP transactions.
- Reconcile system records and resolve transaction discrepancies.
- Service Website Administration:
- Monitor daily exchange and return requests submitted by service centers and dealers.
- Verify documentation uploaded to the Service Website.
- Maintain data accuracy and completeness within the system.
- Support system issue resolution and coordinate with IT teams when necessary.
- Conduct user testing (UAT) for new website enhancements and process improvements.
- Approval & Escalation Management:
- Review exceptional cases requiring management approval.
- Prepare case summaries and recommendations for approval authorities.
- Handle escalated dealer, customer, and service center requests regarding exchange and return cases.
- Ensure timely communication of case decisions and progress updates.
- Reporting & Analysis:
- Generate reports from SAP and the Service Website regarding: Exchange volume, Return volume, Approval rates, Processing lead time, Product defect trends, Service center performance
- Analyze root causes of product exchanges and returns.
- Identify recurring quality issues and provide recommendations for corrective actions.
- Other service job assigned by Manager of Customer Care
Benefits
Stock options / ESOP
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