Assistant Manager - Customer Care

Job Description

Title: Assistant Manager - Customer Care

Company Name: G-LOCS DHAKA LTD.

Vacancy: 1

Age: 35 to 40 years

Job Location: Gazipur

Salary: Tk. 60000 - 65000 (Monthly)

Experience:

• 10 to 11 years
• The applicants should have experience in the following business area(s): Garments Accessories

• Master of Business Administration (MBA)

• 10 to 11 years
• The applicants should have experience in the following business area(s): Garments Accessories

• Age 35 to 40 years

• LC, PI, UD Documentation & Commercial CoordinationShipment,

• Dispatch & Delivery Management

• Email Communication & Customer Support

• Process Improvement, Time Management & Multitasking

• Manage end-to-end customer order processing through manual systems, ERP, SAP, and various online applications, ensuring accurate and timely execution from order receipt to final delivery and closure.

• Respond to customer inquiries and requirements via email, phone, and other communication channels, providing timely information on order status, production progress, backorders, delivery schedules, and product specifications.

• Monitor production progress, machine loading schedules, urgent orders, pending orders, and backlogs, following up with relevant departments to ensure on-time delivery and improve delivery performance.

• Coordinate with cross-functional teams, including Sales, R&D, PPC, PD, QC, Manufacturing, Planning, Finance, Commercial, Credit, and Logistics, to ensure timely sample development, production, quality inspection, and delivery.

• Arrange product delivery and shipment, confirm delivery schedules, monitor dispatch activities, and provide regular updates to customers regarding order, production, and shipment status.

• Handle customer complaints and order-related issues by identifying root causes, coordinating corrective actions with relevant departments, and following up to ensure satisfactory resolution and customer satisfaction.

• Follow up on customer payments, outstanding balances, proforma invoices (PI), Letter of Credit (LC), UD-related documentation, payment acceptance, and challan receipts in coordination with Sales, Commercial, Finance, and Credit teams.

• Maintain order schedules, production status reports, machine loading information, customer records, and commercial documentation to ensure smooth operations, accurate reporting, and effective order tracking.

• Support new customer onboarding by providing guidance and training on order placement through ERP, SAP, e-Com, and other online systems, assisting customers from initial registration and order placement through their first delivery.

• Develop a comprehensive understanding of RFID systems, including order processing, data management, data verification, encoding, printing, quality inspection, packing, and final delivery procedures.

• Gain and apply practical knowledge of RFID machines, including operating procedures, machine settings, production capacity, and basic troubleshooting to support efficient production operations.

• Coordinate the complete RFID production process, ensuring data accuracy, order quantity verification, product quality compliance, proper production records, and minimal errors and material wastage.

• Conduct application testing across multiple devices and operating systems, including Android, iOS, Windows, phones, tablets, and desktops, to verify functionality, usability, performance, registration, accessibility, and error handling.

• Identify and report application bugs, system errors, performance issues, and potential technical problems to the relevant teams, supporting troubleshooting and corrective actions.

• Manage multiple applications and provide technical and operational support to customers, internal stakeholders, and team members to ensure uninterrupted service and smooth business operations.

• Monitor customer requirements, garment production lead times, product specifications, invoicing targets, sales performance, and service KPIs to support business objectives and meet customer commitments.

• Act as a liaison between customers and internal departments, ensuring clear communication, timely follow-up, effective problem-solving, and coordination to meet customer-specific requirements.

• Maintain strong customer relationships, support Sales and Management, identify opportunities for process improvement, and contribute to departmental goals and operational efficiency.

• Visit customer premises when required to understand business needs, resolve operational issues, provide necessary support, and strengthen long-term customer relationships.

• Support team members in daily operational activities, assist in the absence of the team leader when required, and ensure compliance with company policies, customer requirements, quality standards, and service procedures.