Customer Service Associate

Job Description The CSA is tasked with order management processing, handling all customer concerns and queries, providing any assistance needed by the client and coordinating with other departments for proper and quick resolution through the use of the ERP system.
Main Responsibilities
Prompt and accurate sales order creation (voice/electronic) in accordance to policies, logistical and operational capacities, and system procedures - to ensure an efficient order fulfillment process.
Ensure that complaints are completely logged, followed up and closed based on the defined Service Level Agreement to exact extraordinary diligence in addressing customer concerns. Define Service Level Agreements with different departments (Logistics, Operations, Commercial, Technical, Procurement)
Ensure proper customer management in accordance with defined Call Flow parameters to achieve customer satisfaction and positively impact customer relationships.
Ensure all inquiries, requests and tasks are properly coordinated and executed within defined service levels to exceed customer expectations.
Responsible for informing and regularly updating clients on the company’s various customer contact tools to facilitate their order fulfillment process.
Explain, promote, and sell high profit and application-specific products to customers by highlighting the benefits of each. Manage client inventories to improve client profitability and product availability

Qualifications
0-5 years experience in customer service, order processing or back office
Above average communication skills written and verbal in both English and Filipino
Proficient in using MS office applications