Customer Care Assistant
L'Oreal Middle East
Total years of experience :28 years, 1 Months
Manages the order cycle from catalogue management, order suggestion and processing
- Performs daily tasks but not limited to the following:
a. Monitors and follows up if orders are received from the customers in accordance with the supply chain cut-off dates/schedules
b. Process orders received based on updated catalogue and communicate to procurement team risks involve ( out of stock items/orders not aligned with the forecast)
c. Follows up with outbound team and the warehouse for deliveries/shipments that has to be within the customers’ lead time
d. Payment reconciliation - matching off payment received from customers with their outstanding balance and highlight short payments/over dues to credit controller
e. Maintains daily turnover report for MANCOM and order tracker report for warehouse
f. Claim management - receives and reviews claims if acceptable based on customers INCOTERMS and physical evidence and escalates the same to concerned teams (warehouse, commercial, marketing or finance) ensuring that these claims are resolved within 5 working days as agreed with customers
g. Back order management - monitors inbound shipment (transit stocks) and allocate them accordingly
- Follows up and enforces payment from customers to ensure timely
collection
- Resolves all situations pertaining to claims involving deliveries, damages, returns and other commercial issues
- Maintains regular exchange of information with marketing and commercial department concerning customer constraints/requests
• Attends to clients’ requests/complaints and ensure these are met in accordance to the defined service standards of the bank.
• Oversees customers’ requirement for various credit facilities, from credit proposal preparation, basic information analysis and documentation compliance.
• Attends to service requests logged on to CRM and monitors with concerned staff/department for prompt resolution.
• Provided team support to branch CSEs and junior RBEs/PBAs in terms of products and policies knowledge and resolution process in order to meet the standard TAT set by the Bank.
• Preparation of entry vouchers from customers, i.e. payments for loans, cards, etc.
• Liaises with various departments to attain all aspects of customer satisfaction and office administration as well.
• Handles the monthly branch stationery requisition
• Provided team leadership for the branch staff involved in transactions processing to ensure all tasks that are carried out meet quality service standards on top of compliance requirements.
• Handled the accounting section of the branch which includes cheques clearing operation, supervision of general and subsidiary ledgers and preparation of periodic reports in compliance with the internal control policies of the bank as well as the governing policies of the Central Bank of the Philippines.
• Implemented and monitored the control measures prescribed by the bank in able to protect its interests in general, i.e. shareholders, customers and employees.
• Was in charge of the remittance section of the branch which includes foreign exchange (US$), preparation of domestic and foreign cash letter facilities and processing of local and foreign telegraphic transfers.
• Prepared detailed credit proposals/recommendations, entailing analysis of financial information and credit risk assessment.
• Performed loan processing, i.e. release, renewal, extension, restructuring and collection.
• Carried out documentation as required
I have completed a degree in Commerce Major in Marketing