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 Time & Action (T&A) Plan:
o provide relevant information (e.g. sample lead-time, production lead-time, etc.) to Merchandising to develop T&A for new customers / new programs.
o obtain relevant information from historical records, and updates from Head office Sub-materials Team as needed, to develop the T&A and propose to the customer for running programs. Adjust T&A based on customer feedback as needed.
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 Customer Sample Info:
o study customer’s sample information and check with Garment Technologist (GT) on construction feasibility when necessary.
o translate customer’s requirements into a sample order as needed, review the sample order and issue the sample order to Sample Room.
o provide the relevant procurement teams with the details of the sample materials to be purchased for sample / trial production.
o work with GTs and make sure customer requirements are clearly understood by the Sample Room.
Ø Upon fabric receipt by the Warehouse, allocate the fabric to the Sample Room in M3.
Ø Upon trim receipt by the Warehouse, allocate the trims to the Sample Room in M3.
Ø Sample Delivery and Approval:
o create sample Customer Order (CO) in M3 based on the sample order received from TGA / customer.
o monitor the sample making progress and take appropriate actions if samples do not meet customer’s quality and / or timeliness requirements.
o initiate the application of export licenses and documents and monitor progress.
o Submit samples to customer for comments and approval; report customer comments to relevant departments to improve the samples.