Analyst, Customer Fulfillment
Makati City, Philippines
Supply Chain Job ID: 28718Job Summary:
The Analyst, Customer Fulfillment reports to the Process Efficiency Associate Manager to process all customer orders and returns in the system and resolve issues accordingly based on established procedures across all markets serviced by SSC accurately and efficiently.
Essential Duties & Responsibilities:
Order Entry/Management – Performs data entry according to established procedures from one or more supported market.
Efficiently manages customer portals for Manual, Semi EDI(Electronic Data Interchange) & EDI Customers.
Executes established stock allocation procedure and error resolution logic, escalate stock availability issues or order error outside the logic.
Runs necessary reports to Track Performance
Advise order issues for FOT (Front Office Team) to take necessary actions (Data Pack)
Identify best in class order management practices and apply suitable process enhancements to improve efficiency and effectiveness.
Maintains high level of coordination with Customer Fulfillment business partners
Responsible for achieving/exceeding agreed Customer Service KPIs
Provides escalation support to resolve relevant issues between SSC, local teams and Logistics Providers, concerning order processing as needed
Ensures compliance with country legal and market practices regarding customer service processes
Responsible for the application of policies and internal controlsregarding Order to Delivery processes
Assesses and mitigates risk
Responsible forSarbanes Oxley [GKL1]compliance for Order to Delivery SSC processes
Facilitates the annual external audit and any internal audit
Proactively communicates potential issues to local, regional or global teams, as appropriate
Drives and sustains cross country process improvement and commonality, within the SSC and the local countries
Drives the Customer Service function in line with industry best practices through external benchmarking and by working with the BPT organization to identify and drive industry best practices and process implementation, as well as value-added activities
Supports the business in controlling expenses and meet SSC budget.
Responsible for allocating resources within the team to meet SSC evolving needs
Provides clear direction and empowerment to the team, so they can perform at the expected standards
Required Skills / Experience / Competencies:
Bachelor's Degree in any business courses or equivalent
1-2 years of experience in the same field
System: SAP and Excel (Intermediate)
Able to multitask and work under pressure with strong attention to details
Preferred Skills / Experience / Competencies:
Values operating in a collaborative and cooperative environment.
Demonstrates flexibility and adaptability to changes
Has a strong sense of urgency
Able to work on his own initiative and prioritize tasks
Has strong English communication skills
Job Requirements:
Full-time employment; onsite work setup (M-F); remote work once a week is available upon regularization
Work Hours: 5:00 AM to 2:00 PM (Australia & New Zealand time)
Overtime might be required depending on the critical deliverables
This role is not eligible for relocation
Benefits and Perks:
You’ll have the opportunity to grow your career, develop your skills, and work in an inclusive, family-like environment. At SC Johnson, we strive to create a positive, inclusive, and unique workplace. We strongly believe SCJ people can achieve their best when they can collaborate and work together in person.
You can also enjoy various benefits that include:
Competitive pay (up to 14th-month pay, pension plan, etc.)
Health care benefits, such as paid sabbaticals, a fitness centre and more
A family-oriented program
Personalized career development plan
Independence and Autonomy
ABOUT SC JOHNSON
With operations in more than 70 countries and 13,000 employees, SC Johnson is a fifth-generation family company that makes household cleaning, professional products, and products for home. Our supportive and inclusive company culture encourages personal and professional growth. And makes you feel valued from day one.
Apply now to join us and go further with our family.
Inclusion & Diversity
We’re a global business, with people from every culture, ethnicity, race, religion, gender identity, sexual orientation, age and ability. We recognize the breadth of human experience, and we work to celebrate it. It is our goal to build a diverse, inclusive and supportive work environment where all people can thrive.
We’re committed to ongoing efforts that help us attract, hire, and retain diverse talent who want to build a positive, inclusive environment. Read more about our ongoing initiatives at https://jobs.scjohnson.com/inclusion.
Not ready to apply? Sign up for Job Alerts.
