Job Summary:
The Customer Service Senior Specialist performs Customer Service roles and will be responsible in delivering variety of sales and customer support activities including; accepting and processing customer orders, arranging international shipments, preparing shipping documents and monitoring inventory levels at warehouses and operating in a compliant and process driven way. Customer Service Senior Specialist is tasked to do some operational report, conducts new hire and refresher trainings, performs quality checking, investigate non-conforming processes and provides resolution, provides assistance to
colleagues, point of contact of Manila team in the absence of the Team Lead, facilitates team meetings, initiates and spearhead continuous improvement projects, plans and strategize with the Leadership Team and ensures direction and goals set by the management are being met.
Key Areas of Accountability :
Duty 1: Customer Service
Responsible for all areas of Customer order fulfillment, including order processing, open order management, order reporting, service issues and resolution
Manage and process all inquiries and orders from all receipt methods
Work with Quality/Regulatory, Master Data, Purchasing, Warehousing/Supply Chain and Finance personnel as needed to ensure specific customer requirements are met
Manage the organization of International shipments per Inco terms
Prepare and send relevant shipping documentation that meets appropriate export regulatory compliance
Coordinate shipments to and from factory, supplier, site, port and international locations
Coordinate and communicate with respective brokers to ensure shipments for Private Label products (made to order) in order to reach the final destination
Maintain relationship with commercial teams; flag order and customer issues, understand upcoming orders, changes in customer requirement and collaborate on shipping priorities especially at month and quarter end
Communicate proactively with internal and external customers regarding order status
Review and maintain customer's open orders on a daily basis, in order to progress orders daily and to resolve any blocks (Delivery blocks, Billing blocks etc.)
Adherence and awareness of compliance and regulatory guidelines in customer set up and support
Resolve order issues with customers regarding pricing, inventory availability, terms, delivery, etc.
Analyses and process requests for Debits, Credits and Return Goods Authorizations.
Assists management team in resolving escalations and putting actions and controls in place to prevent recurrence.
Route customer contact inquiries to appropriate resources
Ensure that accurate information is maintained in SAP and other systems (SharePoint, SmartSheet, Salesforce)
Keep up-to-date on products, inventory levels, productions on allocation, promotions, etc. that are necessary to provide customers with impeccable customer service
Other duties as assigned
Duty 2: Operations Support
Facilitates Team Meetings and represents CS in cross-functional meetings
Assists Team Leader in planning, assigning and directing the team
Support project related tasks and activities
Spearheads and participates in company's initiatives on employee engagement, webinars/training and other job-enrichment activities.
Completes required trainings on time (Metro, LERN and other developmental trainings)
Provides backup support when necessary
Assists team leader in the creation and execution of new hire and refresher trainings on product, processes and business tools.
Job Specification
Must have customer service experience in terms of shipping, export, documentation, procedures and thorough understanding of Customs regulations and Export controls
Must have experience in handling tasks where attention to detail is critical to success
Knowledge and understanding in compliance and regulatory guidelines for setting up export customers
Must have excellent written and verbal communication
Must be proficient in Microsoft Office Applications (Word, Excel, PowerPoint, Outlook)
Must be able to work independently and in a team
Must have a strong sense of urgency
Knowledge & Experience:
Minimum 3-5 years experience in a related field required
Proficient in applicable business process and system tools (e.g. SAP, SharePoint, SmartSheet, CRM, etc.)
