Rti Account Manager – Northern Region

Location : HAS Factory (Lot C4, Road No. 2, Hai Son Industrial Park, Binh Tien 2 Hamlet, Duc Hoa Commune, Tay Ninh Province, Vietnam) ------------------------------------------------------------------------------------------------------------------------------------- **Job Purpose & Scope**  ------------------------ The Account Manager – Northern Region Region is responsible for managing ------------------------------------------------------------------------ and developing key customer accounts in the Northern market, ensuring timely delivery of high-quality products and excellent customer service in line with ROCKWOOL standards. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ This role leads and motivates the customer service team to achieve business objectives, customer satisfaction, and long-term partnership development. The position requires strong product knowledge, communication capability, and coordination across internal departments to ensure customer commitments are fulfilled. -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- The ultimate challenge of this role is to achieve sustainable customer loyalty, satisfaction, and business growth in the Northern region. ----------------------------------------------------------------------------------------------------------------------------------------- **Key Result Areas** -------------------- * Customer satisfaction and retention ----------------------------------- * On-time and accurate order processing and delivery -------------------------------------------------- * Compliance with contract agreements and company policies -------------------------------------------------------- * Effective coordination between sales, logistics, production and quality teams ----------------------------------------------------------------------------- * Team performance and development -------------------------------- * Revenue growth and account stability ------------------------------------ **Key Responsibilities & Job Content**  --------------------------------------- **Customer & Order Management** ------------------------------- * Manage and support customer service staff to achieve individual and team targets. --------------------------------------------------------------------------------- * Ensure all customer orders comply with contract agreements and are processed accurately and timely. --------------------------------------------------------------------------------------------------- * Review sales orders in the system for correctness (price, payment terms, delivery terms, special conditions). ------------------------------------------------------------------------------------------------------------- * Ensure customers receive accurate, clear and updated information regarding their orders. ---------------------------------------------------------------------------------------- * Monitor product availability for domestic and export customers to ensure readiness for shipment. ------------------------------------------------------------------------------------------------ * Ensure all orders are delivered in full and all related documents are properly archived. ---------------------------------------------------------------------------------------- **Customer Relationship & Problem Solving** ------------------------------------------- * Maintain strong, long-term relationships with key customers. ------------------------------------------------------------ * Investigate and resolve customer complaints or complex issues in a professional and timely manner. -------------------------------------------------------------------------------------------------- * Ensure customer problems are solved correctly, on time, and to customer satisfaction. ------------------------------------------------------------------------------------- * Conduct customer meetings when necessary to improve service quality and cooperation. ------------------------------------------------------------------------------------ **Internal Coordination** ------------------------- * Coordinate closely with Warehouse, Logistics, Production Planning, QA, and Production to meet customer requirements and delivery schedules. ------------------------------------------------------------------------------------------------------------------------------------------- * Prepare export quotations when required. ---------------------------------------- * Participate in cross-functional discussions to improve customer service processes. ---------------------------------------------------------------------------------- **Team Leadership & Development** --------------------------------- * Develop, coach and retain high-quality customer service staff. -------------------------------------------------------------- * Provide constructive feedback and performance guidance. ------------------------------------------------------- * Promote a learning culture and continuous improvement mindset within the team. ------------------------------------------------------------------------------ * Encourage teamwork and mutual respect within the department. ------------------------------------------------------------ **Process Improvement & Compliance** ------------------------------------ * Develop and improve customer service procedures, policies and service standards. -------------------------------------------------------------------------------- * Ensure compliance with ROCKWOOL values, policies, and business ethics. ---------------------------------------------------------------------- * Participate in special projects or assignments as directed by management. ------------------------------------------------------------------------- * Meeting with other managers to discuss possible improvements to customer service -------------------------------------------------------------------------------- * Fully contribution on special or assignment time to time from directed superior -------------------------------------------------------------------------------