Order Management & Customer Support
Nguyet T.
About the company:
KONE Corporation is a leader in the elevator and escalator industry with presence in 60 countries.
The company excels in elevator and escalator installation, maintenance, and modernization, enhancing the daily mobility of millions globally.
I worked in the Order Management and Customer Support department for a global spare parts that serves customers worldwide.
My tasks:
To provide customer support service for global customers (EU, US, Africa) on time.
To support frontline customers in ordering and tracking the shipment.
To assist the customers with expedited requests, price, stock checking, system, and technical questions.
To develop new processes and test the new processes for the customers.
To escalate the customer's problem to a related department or team.
To monitor the moving of orders and ensure that orders are not late.
My deliverables:
Successfully reduced email response times, achieving our KPIs, and ensured all orders are processed on the same day.
Enhanced customer satisfaction by providing prompt and clear responses.
Streamlined our work processes with new, more straightforward methods that benefit our customers.
Boosted team efficiency through clear process redefinition and updated working instructions
Example: Email handling time drops over time
