Customer Service Executive

Do you have customer services experience? Do you have the passion to solve problems? At Bemis we see a world of endless possibility; we thrive on making the impossible, possible, and have fun as a team making it happen For over 100 years Bemis has partnered with the world's greatest brands to make their dreams a reality. Become part of a winning team that continuously strives to be the industry leader in innovation. A leading manufacturer of heat activated films, adhesives, water proofing seam tapes, and custom films for many industries including apparel, consumer electronics, and handbags, Bemis Hong Kong Limited is seeking a hand on and organized individual to join our team in the position of Customer Service Executive.

Essential Responsibilities:

• As a Customer Service Executive, you will be reporting to Bemis Bangladesh Office Representative, to work closely with other departments to provide satisfactory services to the customers.

How you can contribute:

• To act as the key contact to existing customers to manage, respond and resolve their day-to day business issues in a timely and quality manner:
• Input or update CRM system with information relevant to other audience.
• Handle the sales inquiries and coordinate with Sales Administration Team on price quote within the same day and conduct the follow-up action within 1 week.
• Maintain an updated quotation sheet for each customer and to share with the relevant salespersons & Sales Administration Team.
• Ensure the price and other selling terms are correctly provided on customers' POs before passing to Sales Administration Team to further process. Check with the relevant counterparts in Sales Administration Team if feedback or PI is not received within one working day to avoid missing PO.
• Follow up sample request within 2 weeks after sample is dispatched. Gather the comments from customers and update CRM system. Further communication is required in another 2 weeks if first attempt is not successful. Same process should be repeated until solid reply is available. Share the information to the corresponding salespersons at any stage.
• Submit LWR (Labwork Requests) to Technical Services Team within 24 hours once receive the completed information & record in CRM system. Follow up with the customers' comment within 2 weeks after test report is submitted. Gather the comments from customers on order forecast, contractor name, program, brand, season, order schedule, and any other relevant information. Further communication is required in another 2 weeks if first attempt is not successful. Same process should be repeated until solid reply is available. The comment should be updated in CRM system and to share the information with the sales team regularly.
• To maintain and develop an excellent relationship with existing customers.
• Back up the corresponding sales manager when he/she is on business trip or vacation.
• To assist sales manager of achieving sales growth target:
• Gather the market information through regular business review call with the key & strategic customers.
• Trace the forecast from customers.
• Explore business opportunities.
• Identify the reasons for any abnormal changes on sales volume and value of specific customers by reviewing monthly sales reports.
• To review the overdue payment reports generated by the Finance Team monthly and to follow up any problematic overdue payment with customers closely.
• To ensure all complaints are effectively taken care with appropriate actions implemented. RGA should be recorded in ERP system properly once the claim is validated. Follow up with BHK or SBU Technical /QA/Production departments until the issue is resolved. To coordinate with the Sales Administration Team if Credit Memo is justified. Customers should be informed of the progress at any stage before the complaint is closed.

What you need:

• Bachelor's degree in business administration or equivalent.
• Minimum 5 years working experience in product development, Customer Service, preferably in Garment or textile industry.
• Knowledge in coordinating shipping documents.
• Pleasant, customer oriented and willing to learn.
• Self-starter, detail-minded, good analytical and problem-solving skills.
• Good command in listening, written and spoken English.
• Proficient in MS applications, experience in using Dynamic AX system and CRM system are advantages.