Customer Support

• This position serves as the primary contact for SupplyCore customers for the Korea contact.
• The CSR is responsible for managing and documenting all customer communications and providing daily support to assigned customers through various means of communication.
• CSR(s) are responsible for traveling to their assigned customer locations regularly, conducting site surveys, and expanding company sales.
• CSR(s) pro-actively monitor customer accounts for potential growth and/or problematic areas using the appropriate tools available while also keeping management apprised of any customer issues.
• This position partners with the assigned Sourcing Expert(s) to ensure smooth processing of customer orders from quotation through product delivery and any returns or exchanges as necessary.

Client Support Representative

• Implement standard operational QBR (Quarterly Business Review) and MBR (Monthly Business Review) with customers (following the Group standards)
• Provide market advisory and organize crisis meetings with Management and impacted stakeholders
• Communicate major market issues to customers’ operational network, and provide customer training on shipping specificities and group processes etc.
• Ensure customers are fully engaged in Voice of Customer initiatives with local partners (in collaboration with Local Premium Desk officers)
• Propose Value Added Services (VAS) and answer specific customers’ requirements (Specific KPI, dedicated SOP/Working procedure)
• Escalate recurring issues to Strategic Accounts Head of Customer Care Account Manager (CCAM), and escalate severe service issues to higher levels of management when required
• Provide regular reporting on the assigned portfolio to the head of CCAM
• Conduct regular meetings with customers to review current service levels, pending cases, customer pain points, proactive solutioning, etc.
• Support tender coordination from an operational perspective to ensure feasibility of customer offers, and work closely with the Global Key Account Manager throughout the contract lifecycle
• Complete tender SOP with operational information: booking & document processes, invoicing process, local agent contact matrix, and other best practices
• Organize tender implementation, Customer onboarding, and take the lead on meeting between local agent and customer
• Communicate tender SOP within the network and publish on SharePoint and ensure updated version is published
• Provide Customer care escalation matrix and ensure updated version is available throughout the contract lifecycle
• Be responsible for any other assignments requested by Company Management or ARO/HO Management

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Client Support Representative

Customer Care Account Manager