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The brand Jim Thompson was founded by James H.W. Thompson in 1951 while undertaking the task of reviving the Thai silk industry. The "King of Silk" was a man of multiple dimensions: a visionary entrepreneur, a great marketer, an art collector, an aesthete, and a man of action and conviction. Above all, he was driven by a great love for Thai people and their rich culture. Now, we are seeking new associates to be a part of the iconic global lifestyle brand from Thailand.
HF International Sales Support & Customer Services Officer
Thailand
Position
HF International Sales Support & Customer Services Officer
Work Location
Jim Thompson Head Office
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Responsible for administrative tasks to support the Sales Support & Customer Service team to improve efficiency in a constantly growing and busy work environment. In this role, you will be supporting and administrating the existing team (unless otherwise agreed).

Key Responsibilities:

Customer order management

  • Respond to customer inquiries via JT Trade web board or emails, and follow up with customers about their reservation/order status.
  • Create and process orders in a timely manner, review pending orders, and notify customers of upcoming delivery dates.
  • Provide alternatives to products with long lead times or low stock to prevent lost sales.
  • In charge of learning more about shipping procedures and special paperwork requirements.
  • Send a Purchase Requisition to the Purchasing team to order fabrics if current stock is insufficient.
  • Delete any pending reservations when not needed

Customer service management

  • Maintain regular customer contact, before and after sales support.
  • Make day-to-day decisions to resolves customer complaints during ordering and delivery by investigating problems, develop solutions, and submit suggestions to the manager.
  • Provide customers with product and service information.
  • Identify sales opportunities by understanding customer needs.

Collaboration with internal stakeholders

  • Collaborate with the Production Planning and Logistics teams on upcoming requirements, with a focus on supporting on-time delivery.
  • Communicate with the Marketing team regarding inaccurate product data entry.
  • Communicate with the Design team to answer customers' questions and provide the requested information.
  • Liaise with the warehouse to ensure that the quality and quantity of incoming goods meet expectations.
  • Request any lead time anticipation from Planning in order to match the customer's delivery time request.
  • Collaborate with Finance and Accounting team to resolve issues with Accounts Receivable.
  • Provide regular feedback, identify operational issues, suggest process improvements, and communicate ideas to the Operations team.
  • Attend meetings with internal stakeholders.

Product knowledge education

  • Keep up with new product sales launches.
  • Maintain an awareness of all product knowledge information.
  • Maintain current knowledge of department procedures and policies.
  • Maintain technical knowledge by attending educational workshop.

Managing administrative duties

  • Provide weekly or monthly reports on sales details such as claim/loss, prominent sales, prospective orders on hand, pending orders, etc.
  • Track, review, and collect data on customer service and prepare analysis reports as requested by management.
  • Update and maintain customer information in SAP, follow up with IT team to troubleshoot other problems in SAP.
  • Carry out any other duties that may be assigned.

Qualifications:

  • Bachelor’s degree in any related fields.
  • Minimum 1-3 years’ experience in Sales Administrative.
  • Experience in Textiles or Interior industry would be a plus.
  • Knowledge of our brands, products, production methodology, technical side of our products and materials.
  • Knowledge of our International Markets and distribution channels as well as requirements of each market.
  • Knowledge of basic shipping terms, custom and export for formalities.
  • Good level of competency in English and Thai: written and verbal.
  • Good communication skills, service mind, and high responsibility.
  • Ability to resolve problems.
  • Ability to create reports.
  • Previous experience with SAP would be a plus.
  • Knowledge of customer service software, databases and tools would be a plus.
  • Proactive and positive working attitude.
  • Well organized under pressure and self-motivated.
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