Representative 2, Customer Service
Greenlee Textron Inc
Quezon City, National Capital Region,  Philippines
6d ago


Representative 2, Domestic Customer Care, is responsible in timely and accurate handling of order / customer issues. This role exists to ensure and maintain high level of customer service by taking ownership of customer inquiries and handling pre and post order related requests.


The Representative 2 is responsible for issuing credit adjustment up to assigned approval limit.

The Representative 2 is responsible in processing replacement up to assigned approval limit.

The Representative 2 is responsible in cancelling items up to assigned approval limit

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

Education :

At least aBachelor’s / College Degree

JobRelated Experience :

Must have at leasttwo (2) years working experience in customer service,preferably withbusiness-to-business background.

Specific Knowledge : MS Office

MS Office

Business System Tools (e.g. Oracle, Call Management System, Avaya)


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

Can handle stress and work in a very fast-paced environment

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