Description
We are seeking 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.
- Knowledge in the English and Bahasa Indonesian languages (Reading, Writing, Speaking and listening) is a must.