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Analyst, Customer Fulfillment

Makati City, Philippines Job ID 1460
Job Number1460


This role reports to the Customer Fulfillment Associate Manager. The incumbent’s role is to accurately and timely receive and process customer orders for a portfolio of accounts and the resolution of internal and external customer queries.

Essential Duties and Responsibilities:

  • Proactive order management, anticipating and solving issues relating to customer orders
  • Liaise with customer to coordinate delivery dates based on stock availability / prioritize destinations (during reception windows)
  • Day to day liaison between LSP and local country (Sales, Logistics & Finance Departments)
  • Escalation of stock allocation and customer service issues to Team Leader
  • Management of customer inquiry resolution through development and implementation of action plans to eliminate the source problem
  • Identify and implement process improvements, efficiencies and best practices
  • Conduct trade visits with sales representatives if required and visits local country as representative of SSC as and when necessary
  • Collaborate with E-commerce department to solve system issue
  • Develop and maintain customer service performance reporting system to assist local country in efficient management of its business

Required Skills / Experience / Competencies:

  • Bachelor’s Degree in Accounting, Finance, Business, Management or equivalent
  • Fresh graduates are encouraged to apply
  • Those who do not possess a Degree, a minimum of 2 years of relevant work experience, i.e. in a service related industry, with customer interaction, is mandatory
  • Fluent in English and Mandarin (spoken and written)
  • Have a sense of urgency and time management skills to ensure work is completed on time and able to multi-task by prioritizing
  • Have the attention to details and accuracy as the work produce has a significant impact to the business
  • Flexible and able to adapt to ad hoc demands by supporting other markets or initiatives assigned
  • Knowledgeable in Microsoft Office

Preferred Skills / Experience / Competencies:

  • SAP experience and working in a multi-cultural environment would be an added advantage

Job Requirements:

  • Full Time role from Mondays to Fridays
  • Flexible in start and end times which ranges from 8am to 10am and 5pm to 7pm
  • Overtime may be required, based on demand and will be compensated accordingly

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