Role Purpose:
… act as a bridge between customers, the Factory (Sample Room, Production, Logistics and Customer Service teams) to ensure customer orders are serviced to meet/exceed customer expectations in the areas of fabric development, sample development, and bulk production; provide the support required for effective pre-production preparation, fabric control, and the creation of a customer-driven mindset throughout the Factory in support of the Factory’s overall performance and financial targets.
Key Accountability Areas
Ø Provide on-demand status updates to customers during the production process.
Ø Respond to customer enquiries or feedback throughout the entire process from order Confirmation through to post-sale end-consumer feedback. Use the full expert input and support from other functions when appropriate.
Ø Fully understand and respond to all points in customers’ communications.
Ø Clarify and confirm product requirements for samples and bulk production and communicate these to the Sample Room, Operations, Internal Supply Chain (ISC), Fabric Procurement (FP) and Purchasing teams.
Ø Proactively communicate to the customer on product design and / or materials recommendations based on feedback and suggestions from Sample Room and / or Production.
Ø Study customer’s sample information and check with Garment Technologist (GT) on construction feasibility when necessary.
Ø Translate customer’s requirements into a sample order as needed, review the sample order and issue the sample order to Sample Room.
Ø Provide the relevant procurement teams with the details of the sample materials to be purchased for sample / trial production.
Ø Work with GTs and make sure customer requirements are clearly understood by the Sample Room.
Ø Monitor the sample making progress and take appropriate actions if samples do not meet customer’s quality and / or timeliness requirements.
Ø Submit samples to customer for comments and approval; report customer comments to relevant departments to improve the samples.
Ø Ask customer to accept over-ship or short-ship if outside of their standards. Submit CO and Schedule Number for order closing after bulk ex-factory.
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