Customer Service Executive

The Customer Service Executive is responsible for managing day-to-day customer service operations, ensuring timely and accurate order processing, effective issue resolution, and strong service delivery. The role coordinates closely with customers, distributors, Sales, Finance, Logistics, and other internal stakeholders to support smooth Order-to-Cash processes, resolve customer concerns, and maintain high service standards.

Key Responsibilities

Customer Service & Order Management

• Process and monitor customer orders from order entry through fulfillment and delivery.
• Ensure accurate and timely order processing in accordance with service standards and agreed timelines.
• Coordinate with Sales, Logistics, and other stakeholders to resolve order discrepancies, delays, and fulfillment issues.
• Maintain accurate customer and order records in ERP/customer service systems.

Customer & Stakeholder Management

• Respond to customer and distributor inquiries, requests, and concerns in a timely and professional manner.
• Handle customer complaints and coordinate appropriate resolutions with relevant internal teams.
• Maintain effective communication and follow-through to ensure customer concerns are properly addressed.
• Build positive working relationships with customers, distributors, Sales, Finance, and other stakeholders.

Order-to-Cash Coordination

• Support the resolution of billing issues, claims, deductions, documentation discrepancies, and other order-related concerns.
• Coordinate with Finance and Sales on customer account and transaction issues.
• Monitor order status, pending transactions, and service-level requirements to ensure timely completion.

Performance & Continuous Improvement

• Monitor customer service KPIs, order status, and recurring issues to identify areas for improvement.
• Prepare customer service reports and provide relevant updates and insights to stakeholders.
• Support process standardization, system enhancements, and continuous improvement initiatives.
• Identify recurring customer concerns and recommend practical solutions to improve service quality and efficiency.

Education, Qualifications and Training

• Bachelor’s degree in Business, Management, Marketing, or a related field.
• Training in Customer Service, Order Management, or process improvement is an advantage.

Experience and Skills

• 2–5 years of experience in Customer Service, Order Management, Order-to-Cash, or related functions, preferably within an FMCG environment.
• Experience in order processing, customer complaint handling, issue resolution, and cross-functional coordination.
• Working knowledge of ERP/customer service systems, preferably SAP.
• Strong communication, analytical, organizational, problem-solving, and customer service skills.
• Ability to manage multiple transactions and priorities while maintaining accuracy and service quality.

Benefits:

• Flexible schedule

Application Question(s):

• Are you amenable for a 10-month Contractual Employment
• Proficient in using SAP?

Education:

• Bachelor's (Required)

Experience:

• Customer Service, Order Management, Order-to-Cash: 3 years (Required)

Work Location: Hybrid remote in Taguig