Customer Service Executive

1.      Customer Order Servicing

·        Bulk Status Updates:  provide on-demand status updates to customers during the production process.

·        Customer Enquiries:  respond to customer enquiries or feedback throughout the entire process from order confirmation through to post-sale end-consumer feedback.  Use the full expert input and support from other functions when appropriate.

·        Customer Communications:  fully understand and respond to all points in customers’ communications.

·        Time & Action (T&A) Plan:

o    provide relevant information (e.g., sample lead-time, production lead-time, etc.) to Merchandising to develop T&A for new customers / new programs.

o    obtain relevant information from historical records, and updates from FS and HK Sub-materials Team as needed, to develop the T&A and propose to the customer for running programs.  Adjust T&A based on customer feedback as needed.

·        Customer Requirements:  clarify and confirm product requirements for samples and bulk production and communicate these to the Sample Room, Operations, Internal Supply Chain (ISC), Fabric Procurement (FP) and Purchasing teams.

·        Feedback to Customers:  proactively communicate to the customer on product design and / or materials recommendations based on feedback and suggestions from Sample Room and / or Production.

·        Customer’s Manual / SOP:  maintain and update customer’s manual / SOP based on customer’s updates.

1.      Customer Driven Mindset

·        Total Service Concept:  have a “total service” mindset, i.e. :

o    develop a deep knowledge of customers’ requirements.

o    gain the ability to make proactive product and service recommendations to customers.

o    being continuously in touch with customers during order, production and delivery.

o    proactively following up to check status and solve problems if necessary.

o    determine the customers’ satisfaction levels and continuously seek new ways to serve them better.

·        Customer Connection:  support programs to develop a committed customer-service mindset and foster employee pride in producing for the Factory’s customers.