Customer Service Supervisor

KEY RESULTS AREAS :I. To strive in providing total customer satisfaction against customer orders and specific requests in
order to create a lasting positive buying experience for them in dealing with Ti.
II. To manage the entire order process by thoroughly understanding customer requirement and
executing order entry within the set time lines and conforming to the agreed terms and conditions
between the customer and Ti Sales.
III. As part of the customer services team, to communicate promptly and clearly with team members
within Sales and CS in regard to all matters requiring attention to ensure prompt and effective
resolution of all customer requests and expectations.
IV. To conduct customer communications with diligence, professionalism and a personal touch making a
lasting impact with assigned accounts.
V. To liaise with production planning team in order to inform them customers delivery time expectation
and ensure the ordered materials are available in line with the expectations and agreement with the
customer.
VI. To communicate with the logistics department in order to agree on shipment/delivery dates and
communicate data to the customers in an accurate and timely manner.
VII. To contribute to problem solving and conduct tactical conversations with the customers in case the
dates turned not as palnned due to internal or external circumstrances but beyond our control.
VIII. To follow up with customers to ensure that they open clear and workable L/Cs in a timely manner, in
ways required to ensure smooth and timely fulfilment of orders.
IX. To ensure that all other order relevant documents are distributed in time as needed for external and
internal usage (i.e. order confirmation, shipment/ clearing documents, invoices, certificates).
X. To respond to any customer communication within 12 hours, if only to acknowledge the
communication and advise the customer of actions being taken.
XI. To provide the customer with relevant information i.e. stock level figures of finished goods on a
regular basis.
XII. To ensure that any and all customer complaints are documented into the complaint procedures
process and promptly (within 12 hours) acknowledge receipt of the complaint.
XIII. Any other tasks assigned by supervisor/manager within sales/cs/marketing department time to time.