LX Hausys America

Customer Support

• Provide accurate, valid, and complete information to the customer and other peers by using the right methods/tools.
• Receive and process floor and material orders via portal, email, and fax in an efficient and timely manner.
• Use SAP batching system to process incoming portal orders and create a delivery order.
• Release orders to the warehouse utilizing the WMS program.
• Pull daily back order report for order management, incoming replenishment, and released credit orders.
• Maintain orders aging over 30 days to provide updates to management as well as communicate with customers.
• Provide same day communication for ETD by end of day for all received orders.
• Review, resolve, and communicate orders that have not been confirmed to the customer via WMS order confirmation (credit/stock).
• Follow up with CIA Customers who have not submitted payment for orders via Partners Portal, email, or fax.
• Process customer return(s) and update customer on the progress of said return(s).
• Ensure all previous day orders are shipped (WMS/PGI) and communicate with customer of any delays.
• Proactively update delivery orders in both SAP and WMS for delivery date accuracy.
• Proactively communicate with the warehouse/logistics team for delivery issues, and relay those issues/delays to the customer(s).
• Proactively communicate with replenishment and supply team for potential inventory issues or upcoming projects where material is needed.
• Ensure all payments are collected and orders are shipped prior to month end closing for proper invoicing.
• Send customers daily updates on any changes to their orders, stock related issues, production schedules, or delays of incoming material (import/RP).
• Collect and analyze customer feedback to share on the monthly VOC meeting with the president.
• Service to Customers:
• Stock check.
• Order status.
• Return status.
• Paperwork Request.
• Identify and assess customers’ needs to achieve satisfaction.
• Handle customer complaints and provide appropriate solutions.
• Provide professional customer support via verbal and written communication.
• Provide management issues, complaints, or comments that the customers are incurring to see if there is a resolution in process to accommodate.

Customer Care Specialist