Description
We are seeking a Customer Service Representative to join our team in Taguig, Philippines. As a Customer Service Representative, you will be responsible for handling customer inquiries, resolving issues, and providing excellent customer service.
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
- 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