Customer Service Associate is responsible for processing customers orders and for coordinating with Sales, Marketing, Warehouse, Distribution, and other departments to ensure that all customer orders and requirements are served correctly and promptly.
- Identify key responsibilities and how they are accomplished
Receives customer orders through sales agents via, phone call or short message service (SMS).
- Creates a Job Order (JO) in the system on the customer's orders received sales agent and submits JO to the signatory for approval.
Executes -to-order in the system on approved JO.- Coordinates matters related to customer orders with the following departments:
a. Warehouse - on stock availability and order preparation
b. Distribution - on the delivery status of customer orders and shipment schedule for Luzon
c. Marketing on product promos, events, sponsorships, and new product launches.
d. Accounting update on Official Receipt, the status of post-dated checks, credit memo/debit memo, reimbursement, customer's payment history.
- Updates details of JO in customer data management system (e.g., DR / Sales Invoice, collection, no-charge transactions, delivery date, OR no., etc.).
In case of insufficient supply of items in the inventory, refers to the Business Unit Head for review and approval of the allocation of stocks per JO.
- Regularly checks the unpaid balance of customers and promptly advises the concerned agent for follow-up/collection.
Responds promptly to customer inquiries, complaints, and concerns about products, orders, deliveries, etc. via, short message service or phone call.- Refers to the concerned sales agent or department any customer inquiries and concerns regarding orders, products, promotions, and complaints.
Escalates to immediate supervisor any major concerns or issues affecting customer orders and accounts.
- As needed, participates in regular interface meetings with Sales, Marketing, and Supply Chain.
Undertakes customer satisfaction survey to establish customer's satisfaction level with the company's products and services as well as with the quality of interaction with Customer Service and Sales teams. Presents and discusses survey results/analytics to his/her superior and recommends corresponding action plans.- Refers to Marketing Department any customer concern, comment or complaint on the product.
Follows-up payment with key accounts.
- Processes manual JO for no-charge orders.
Provides sales agents with updates on provincial deliveries.- Performs other duties as may be assigned by his / her superior from time to time.
- 1-2 experience in Sales, Marketing, and Administration.
Must possess a bachelor's degree in Marketing, Business Administration, Communication Art, or any related business course.- Highly proficient in the use of Microsoft Office tools.
Experience in the use of ERP systems like SAP and Oracle is an advantage.
- Possesses good verbal and written communication skills for a demanding and customer-focused working environment
Has the ability to work productively, efficiently & effectively with initiative, and drive under tight timescales and pressure whilst maintaining attention to detail and quality.- Willingness to learn, improve and adapt.
Intermediate to Advance knowledge in Microsoft Excel
Job Type: Full-time
Pay: Php20,
- 00 - Php25,000.00 per month
Schedule:
* 8 hour shift
