* Haworth: Responsible for pre-and-post sale execution from the timely submission of orders to the installation of Haworth product and services. The goal is to achieve consistency of high level service experience/standards from sales inquiry to after sales service across the region to insure a level of customer satisfaction, which will ensure customers perceive Haworth as the best in the industry.
Ensure sales operations team comply with regional sales operations processes, standard operating procedures and best practices from bid & design to project management. Drive continuous improvement in service quality in processes, work output and customer satisfaction measurements eg turnaround time for drawing/quotation, timely delivery and project completion and cost containment.
Support customer service team to maintain consistent and accurate processing of orders and tracking of shipments to ensure timely and quality delivery of products and services, including service point program. Establish and maintain standard workflow on timely update of order and shipments status to internal members including sales members and project managers.
Ensure the Project Management team to deliver the best service to customers in project supervision work to handover of sites to the customers and scoring high marks in customer satisfaction survey. Work closely with front line members to ensure that they have the appropriate customer interface skills to be effective in servicing customer needs (Communication skills, follow-up/responsiveness/trouble-shooting and problem solving skills).