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**FOR TEMPORARY PLACEMENT**
JOB DIMENSION
- Customers served: 46 (GMA-4, VIS-22, MIN-20)
- Transaction Volume: 523/month
- Customer Survey: 97 accounts (shared target; increasing by around 25% each year)
Coordination/Contacts With
- Internal : All departments
- External : Dealers, Distributors, End Users, Suppliers, Agencies
CONTEXT & ENVIRONMENT
- This position needs travel domestically at times
- Contacts with emergent and dynamic market. Competition in the market is fierce.
- This position is under pressure of a fast growing business
ACCOUNTABILITIES/MISSIONS
HSE:
- Zero accident
- APE availment
- SO submittal 1/month or 12/year
- 100% attendance and participation to HSE talks/initiatives
CUSTOMER INTIMACY:
- Act as a focal point of the business by providing products/services/information and resolving emerging problems the customers might face with accuracy and efficiency
- Complete company-wide survey every end of the year and recommend and monitor agreed improvement plans
- Ensure customer satisfaction rating for delivery is an average of 90% in collaboration with logistics
RETURNS MANAGEMENT
- Ensure resolution on or before 60 day CM period for normal returns and 75 day period for special returns
- Minimize returns through customer education; make the most out of initial investigation; politely decline request if returns are not qualified based on returns policy and recommend a sound solution if necessary
- Ensure emails are sent on initial and final investigation ensure status updates are given to accounts until closure
- Timely escalation of special returns/concerns or those with values higher than PHP50K to stakeholders, if any
DEPARTMENT REPORTS
- Accuracy and timeliness of reports- submission on the 5th working day of the month: sales performance, KPI, returns, on hold, unserved, complaints, ddr, etc. and escalate notable highlights i.e. open complaints 30 days old and beyond, open returns beyond 60 days for regular and 75 days for special
INQUIRY MANAGEMENT
- Closure within 24 hours upon
PROFILE:
- Knowledge: Relevant product knowledge, product pricing, sales operations, MS Office, SAP
- Skills/Abilities: Good communication skills, ability to engage with customers, quality focus, problem solving
- Attitude: Strong customer orientation, self-motivated, able to work with and collaborate effectively with different teams, possess positive work values and ethics, innovative and focused on continuous improvements, manifests sense of ownership on task and responsibilities
- Education: Graduate of management or any related course
- Experience: At least 2 years working experience with related industry / FRESH GRADUATES can apply
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