1. Customer Order Servicingbanner accountabilities 06

• 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:

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

Driven Mindset

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

• develop a deep knowledge of customers’ requirements.
• gain the ability to make proactive product and service recommendations to customers.
• being continuously in touch with customers during order, production and delivery.
• proactively following up to check status and solve problems if necessary.
• 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.

Job Requirements

First Degree in Textile & Apparel Merchandising/Marketing/Business Management/ IT field of study & 2 years of related work experience in manufacturing industries required.