Customer Success and Supply Chain Operations

DETAILED SCOPE OF WORK

A. Customer Communication & Support (Top Priority)

• Primary Liaison:

Act as the first point of contact for all customer inquiries regarding order status, shipping updates, and technical questions.

• Proactive Updates:

Maintain a consistent communication loop. You are responsible for sending regular "Order Progress Reports" to clients without waiting for them to ask.

• Problem Resolution:

In the event of production delays or logistics issues, you must professionally communicate the situation to the client and provide viable alternative solutions.

• Expectation Management:

• Ensure that clients have realistic timelines and that all commitments made regarding delivery or quality are met.
• B. Strategic Sourcing & Order Management

• Sourcing:

Research and audit high-quality timber/furniture suppliers. Negotiate pricing and manage formal quotations to ensure cost-effectiveness.

• PO Management:

Process Purchase Orders (POs) with factories and strictly monitor production schedules to ensure 100% on-time completion.

• Financial Tracking:

• Monitor and track payment milestones for suppliers and service providers to ensure zero interruptions in the supply chain.
• C. Logistics & Export Documentation (US Market)

• Forwarding & Booking:

Coordinate with freight forwarders to secure space and competitive rates for US-bound shipments.

• Compliance & Documentation:

Prepare and verify complete shipping sets (Invoice, PL, BL, CO).

• Critical:

Ensure all documentation strictly adheres to

US Customs

regulations and

Lacey Act

requirements.

• System Integrity:

Maintain and update the

Visco

software system daily. Ensure that the digital data accurately reflects the physical movement of goods.