Job Description

Duty 1: Order /Email Management
Records Administration

• Acknowledges receipt of customer emails and purchase orders
• Monitors incoming emails in common mailboxes
• Logs all emails and calls received on the transaction tracker

Workload Administration

• Allocates requests, orders and inquiries to appropriate individuals within the team
• Identifies appropriate transaction levels/ classification and assign workload based on priorities

Duty 2: Pre-Order and Post-Order Administration

• Handles incoming calls from the ACD following Call Handling Procedure
• Handles assigned emails within turnaround time
• Checks and verifies customer request/s, complaints and inquiries
• Utilizes available resources in providing customer requests or answering customer inquiries
• Acts as a liaison between customers and other functional groups to complete the request (Engineering, Trade Compliance, Quality, Planning, Product Marketing, Pricing, Finance, Sales, Shipping, Production, Logistics)
• Expedites and escalates order/s following set guidelines
• Handles complex customer issues and requests
• Provides general account, product and order information to customers
• Recommends product alternates/substitution
• Follows-up pending inquiries and requests to ensure resolution
• Runs necessary reports (e.g. Drilling, Entered, Sales Rep, Document and Shipping and other holds, CONFIGPNPENDING, Expedite Requests)
• Monitors orders with placeholder part numbers and make the necessary follow-ups
• Processes shipping and billing disputes
• Follows Approval Thresholds
• Provides support to other teams by providing customer or order information
• Provides requested documentation to customers
• Requests credit and other billing adjustments
• Serves as Point of Contact for key accounts

Duty 3: Operations Support

• Creates minutes of the meeting during team discussions/huddle
• Performs back-up and work load sharing activities with other team members
• Identifies risks and communicates to leads and team members and comes up with action plans
• Creates reports to help manage KPIs
• Actively participates in team activities and initiatives
• Assists the team lead in identifying team opportunities and challenges and provide recommendations.

Continuous Improvement and Innovation

• Collaborates with the team and other functional groups for process improvements, best practices, lessons learned, process and product updates during team huddles/meetings

Requirements

• Education: At least a Bachelor's/College Degree
• Job Related Experience:
• Must have at least two (2) years working experience in customer service, preferably with business-to-business background

• Specific Knowledge:
• MS Office
• Business System Tools (e.g. Oracle, Call Management System, Avaya)

• Skills:
• Accuracy and attention to details
• Well-organized and able to multi-task
• Ability to work under minimal supervision
• Strong interpersonal skills
• Team Player
• Excellent communication skills

Job Type: Full-timeSalary: Php130.00 - Php302.00 per hourBenefits:

• Health insurance
• Paid training
• Work from home

Schedule:

• 8 hour shift
• Shift system

Supplemental Pay:

• 13th month salary
• Overtime pay

Ability to commute/relocate:

• Quezon City: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Customer Service: 2 years (Required)

Shift availability:

• Night Shift (Required)