Customer Service Associate / Representative
Do you love interacting with customers and enjoy making complicated situation simple and painless for them? Do you like providing a win-win situation on a problem?
If so, join our team of customer focused individuals who posses’ passion in helping our customers and is driven to make it easy for them to do business with us.
By joining us, you will have the opportunity to exhibit your customer service skills and build strong relationship with our customers by interacting with them through phone and emails.
You will be responsible in handling their inquiries and accurately process their purchase orders. Becoming Customer Advocates that provide meaningful solutions to their problems.
If this sounds like a perfect fit for you, apply now and join our team in Quezon City, Philippines.
IN THIS ROLE YOU WILL :
Customer Advocacy in all manners of work, including proactive communications, problem identification and problem solving, effective decision making and having a strong sense of urgency on the customer’s behalf.
Activities tied to ensuring Request Date Service Levels are met
Management of all customer communications; follow-up and actions as relevant
Demand analytics, order entry and order management. Responsible for order entry based upon all types of incoming, including MRP and customer portal management.
Forecast management as relevant.
EDI management as relevant.
Problem identification and problem solving. Use of Open Order reporting for proactive problem identification and resolution, aka., The Daily Regimen
Product fulfillment management and escalations. Directly responsible to ensure the customer’s production needs are covered.
Internal escalations and communications where there is at risk due to product availability issues.
Plant and warehouse communications and coordination. Coordination with other outside departments as relevant
Customer meetings and customer reporting as relevant.
Back-up during absence. Capability to support other desks as needed
Returned goods, credits and debits as needed
Customer process documentation
Internal systems, tools, and reports
Participation in support of Department and Company objectives
FOR THIS ROLE YOU WILL NEED :
Graduate of any four-year business or behavioural discipline course
4 years relatable Customer Service experience.
Experience in the HVAC industry is a plus.
International experience is a plus.
Background in offshore service operations is an advantage
Must possess excellent English comprehension, writing and conversational skills. Proficiency in Microsoft Outlook, Word and Excel required.
WHO YOU ARE :
You have a strong drive and exhibits passion and enthusiasm to help customers. With excellent communication skills, you can effectively communicate and clearly deliver message.
You are interpersonal savvy and able to collaborate and effectively work with people across different departments at any level.