Customer Service Associate (Order Process)

The Customer Service Associate acts as the primary support point for internal sales teams, specifically Food Service Specialists and Retail Sales Specialists, ensuring accurate and timely processing of all customer orders. The role focuses on receiving, verifying, and encoding purchase orders into the SAP system, maintaining data accuracy, and coordinating with logistics and supply chain teams to ensure orders are fulfilled and delivered on time. By managing order flow efficiently and resolving routine inquiries or discrepancies, this role supports sales targets, enhances operational efficiency, and ensures high levels of service satisfaction for both internal stakeholders and external customers.

KEY RESPONSIBILITIES

Order Processing & Management

• Receive and review purchase orders submitted by Food Service Specialists and Retail Sales Specialists via email, portal, or designated communication channels.
• Verify all order details including product codes, item descriptions, quantities, pricing, discounts, delivery dates, and payment terms to ensure alignment with approved contracts and price lists.
• Clarify and resolve incomplete, unclear, or conflicting order details directly with the respective Sales Specialist before processing to avoid errors or delays.
• Encode and process Purchase Orders (PO) accurately into the SAP system, ensuring correct document type, sales area, and data entry to reflect the exact requirements of the sales team.
• Generate order confirmation numbers and send them back to the Sales Specialists for their reference and record-keeping.
• Maintain a systematic filing and tracking system for all received and processed orders, both digital and physical.

System & Data Management

• Utilize SAP functionalities to create, modify, update, or cancel sales orders as required, following standard operating procedures.
• Monitor order status within SAP — from creation, availability check, delivery scheduling, to invoicing — and flag any issues such as stock shortages, credit blocks, or pricing errors.
• Ensure all encoded data is accurate, consistent, and compliant with company data standards to prevent downstream errors in logistics, billing, and inventory.
• Generate daily or weekly order status reports and extract relevant data from SAP for reporting or reconciliation purposes.

Coordination & Communication

• Liaise closely with the Supply Chain, Logistics, and Inventory teams to confirm product availability and expected delivery timelines for orders placed.
• Inform Food Service and Retail Sales Specialists immediately regarding any constraints, delays, or changes in order fulfillment so they can communicate updates to their customers.
• Act as the bridge between sales teams and back-office operations to resolve order-related queries, delivery concerns, or documentation requirements.
• Assist in resolving minor complaints or service issues by coordinating with relevant departments and providing timely feedback to the sales representatives.

Compliance & Documentation

• Ensure all orders adhere to company policies, credit terms, trade agreements, and regulatory requirements applicable to FMCG distribution.
• Keep updated records of all transactions, correspondence, and system logs for audit and traceability purposes.
• Support the team in periodic reconciliation of orders vs. deliveries vs. invoices to identify and correct discrepancies.

Other Tasks

• Assist in training new team members on order processing workflows and SAP navigation.
• Participate in process improvement initiatives to enhance speed and accuracy in order management.
• Perform other related administrative duties as assigned by the Supervisor.

3. REQUIREMENTS

Education

• Bachelor’s degree in Business Administration, or any business course.
• Candidates with relevant vocational training or experience may also be considered.

Experience

• 0–2 years of experience in customer service, order processing, sales support, or administrative roles, preferably within the FMCG, retail, or distribution industry.
• Experience using SAP (SAP ERP or SAP S/4HANA) for order encoding and processing is a major advantage.

Pay: Php755.00 - Php770.00 per day

Work Location: In person