Customer Service Representative

We are looking for a Customer Service Representative to join our team in Taguig, PH. As a Customer Service Representative, you will handle standard to moderately complex inquiries in Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, and Customer Service Analytics.

Main Responsibilities

• Perform end-to-end order management using SAP, Salesforce, and customer portals.
• Maintain customer master data, part numbers, and critical specifications.
• Investigate missed OTIF and resolve simple to moderately complex issues.
• Communicate proactively with internal teams and customers regarding order issues.
• Collaborate with stakeholders to ensure order flow and resolve queries.
• Build relationships with assigned customers.
• Handle line stop or AOG situations with stakeholder coordination.
• Meet KPIs and SLAs and participate in company initiatives.
• Follow up on delays and coordinate tasks to meet SLAs.
• Create simple reports or analytics.
• Participate in continuous improvement and basic Lean projects.
• Perform administrative tasks as needed.
• Analyze and recommend alternatives to meet customer or account needs.
• Apply customer service, issue resolution, and problem-solving skills.
• Provide flexible support for urgent or ad hoc customer, business, or company operational requirements outside regular working hours when necessary.

Requirements

• Bachelor's degree.
• Minimum 1 year of relevant experience in Customer Service, Supply Chain, Manufacturing Operations, Logistics, or IT in local companies.
• Basic knowledge of customer service disciplines.
• Learns products and processes with guidance.
• Knowledge of SAP, Salesforce, portals, CRM tools, and MS Office such as Outlook, Excel, and Word.
• Strong attention to detail, numerical accuracy, and communication skills.
• Ability to adapt to new systems and processes.
• Basic analytical and problem-solving skills.
• Able to work independently with minimal supervision.