Customer Care Associate

Role Overview

Responsible for processing and managing store orders, ensuring accurate fulfillment, monitoring deliveries, and resolving issues promptly. Acts as the primary contact between stores and internal teams to maintain smooth operations.

Key Responsibilities:

• Order Processing & Fulfillment: Process store orders (regular or special), validate details, coordinate with warehouse and transport, monitor delivery cycles.
• Non-Fulfillment & Deviations: Inform stores of shortages or substitutions, coordinate corrective actions, and investigate order refusals.
• Promo Deployment: Ensure timely processing and monitoring of promotional item distribution.
• Issue & Complaint Resolution: Handle store inquiries and complaints, record issues, coordinate with Operations, QA, Transport, and Finance, and ensure corrective actions are implemented.
• Shipment Tracking & Communication: Provide real-time updates to stores, proactively inform about delays or exceptions, and serve as a single point of contact.
• Internal Coordination: Collaborate with SCM, Warehouse, Transport, QA/Compliance, IT, and Finance to support order fulfillment and resolve issues.
• Store Communication: Advise stores on operational issues, coordinate refusals, and maintain monitoring files for updates and resolutions.
• Performance Monitoring & Reporting: Track KPIs (order accuracy, complaint resolution, fill rate), provide regular reports, gather feedback, and conduct quarterly customer satisfaction surveys.

Qualifications:

• Education: Bachelor’s degree or college graduate in Mass Communication, PR, or related fields.
• Experience: At least 1 year in customer service roles is a plus.
• Skills: Proficient in electronic communication, MS Office, and business software (ERP/BMS). Strong verbal and written communication, presentation, training, and interpersonal skills.

Job Type: Full-time

Pay: Php19,000.00 - Php20,000.00 per month

Benefits:

• Health insurance
• Life insurance
• Paid training

Work Location: In person