This role leads a team of E-Commerce Support Specialists that provides a great experience for our customers through inbound phone calls and chat by training and developing our team, solving customer issues, and developing and improving our processes.

• Strategize Ecommerce customer directions into customer service activities and liase with key stakeholders to design and deliver relevant customer journey focusing on servicing touchpoints

• Lead, manage, and hold direct reports accountable for achieving departmental and individual goals.

• Demonstrate a working knowledge of the OMS and eCommerce systems to process customer orders and research any customer order issues. (Must also be able to process the preceding requests manually using the appropriate forms.)

• Develop and execute the strategic plans for Customer Service through departmental meetings to achieve each area’s priorities.

• Tracks important KPI's like Fill Rate, On Time Delivery and Lead Time Performance.

- Ensure incoming calls and chats are handled by team to achieve hold time goal.

- Ensure Customer Service tickets are completed by team to achieve 90% of target times.

• Ensure Customer Service Orders, Returns, and Warranty Issues are entered accurately and followed up on to process timely and accurately.

• Develop team and processes to provide excellent customer experience and resolve customer issues including responses to social media and call escalations to improve customer experience ratings.

• Collaborate with Marketing and E-Commerce Operations Teams to identify and resolve website technical, content, or customer experience issues.

• Provide inputs and incorporate sales/ demand forecast into customer service resource allocation to ensure superior customer services delivered.

• Develop necessary customer service procedures & processes and ensure the most optimal execution amongst team and cultivate customer-obsessed culture

• Bachelor's degree or equivalent experience

• 5+ years of experience in terms of customer service

• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.).

• Strong decision making, attention to detail, and problem-solving skills.

• Strong written and verbal communication skills.

• Ability to coach and mentor.

• Ability to manage conflict.

• Ability to work well with others in fast paced, dynamic environment.

• Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment

Application: Should you be interested in this position, kindly send your profile and cover letter to email: sio_hr@vinamilk.com.vn (Recruitment Team – HR Dept.)

Thanks for your attention and application!