The position of Customer Service Specialist is within our International Customer Service Department located at Manila, Philippines.
This role is responsible for a variety of sales and customer support activities - including; accepting and processing Customer orders, arranging international shipments, preparing commercial invoices, handling customs clearance, monitoring inventory levels at warehouses and operating in a compliant and process driven way.
**RESPONSIBILITIES**:
- Responsible for all areas of Customer order fulfillment, including order processing, open order management, order reporting, service issues and resolution
- Manage and process all inquiries and orders from all receipt methods
- Work with Quality, Master Data, Warehousing/Supply Chain and Finance personnel as needed to ensure specific customer requirements are met
- Manage the organization of International shipments as per Inco terms
- Prepare and send relevant shipping documentation that meets appropriate export regulatory compliance
- Coordinate shipments to and from factory, supplier, site, port and international locations
- Coordinate and communicate with respective brokers to ensure shipments for Private Label products (made to order) in order to reach the final destination
- Maintain ongoing relationship with commercial teams; flag order and customer issues, understand upcoming orders, changes in customer requirement and collaborate on shipping priorities at month and quarter end
- Review and maintain customer's open orders on a daily basis, in order to progress orders daily and to resolve any blocks (Delivery blocks, Billing blocks, etc)
- Adherence and awareness of compliance and regulatory guidelines in customer set up and support
- Investigate and process Credits & Return Goods Authorizations and Debits
- Communicate proactively with internal and external customers regarding order status
- Route customer contact inquiries to appropriate resources
- Work cross-functionally to ensure that accurate information is maintained in SAP
- Keep up-to-date on products, inventory levels, productions on allocation, promotions, etc.
that are necessary to provide customers with impeccable customer service
- Cross functional collaboration to ensure that all relevant stakeholders are informed of all changes, issues and potential concerns of all customer accounts
- Complete all SAP transactions and Order status updates in a structured, accurate and compliant way in order to ensure accurate and consistent reporting that can be cascaded across the wider organization.
- Investigate and resolve service issues reported by customers or as requested by Abbott
- Responsible for executing applicable Quality Management System (QMS) processes, monitoring the success of service provided, and delivering an excellent customer experience.
- Creating process documents in line with our Quality Management System
- Other duties as assigned
**BASIC QUALIFICATIONS | EDUCATION**:
- Must possess at least College/Bachelor's Degree
- Previous customer service experience required (in the healthcare industry preferred but not essential)
- Must be proficient in MS Office including Excel, Word and Outlook
- Experience handling tasks where attention to detail is critical to success
- Experience of shipping, domestic and export traffic terms, documentation and procedures.
- Thorough understanding of Customs regulations and Export controls
- Knowledge and understanding of compliance and regulatory guidelines for setting up export customers
- Experience auditing documents and project requirements.
- Knowledge and comprehension of basic contract terms and conditions
- Must be able to communicate professionally, verbally and in writing
- Must be able to work independently and on a team
- Must be able to react to situations with a strong sense of urgency
**PREFERRED QUALIFICATIONS**:
- Minimum two years of working experience in the related field
**COMPETENCIES**:
- Functional Technical skills
- Self-Starter - ability to work on their own initiative
- Problem Solving skills
- Drive for Results
- Confident, can-do attitude.
- Dealing with ambiguity
- Dealing with complex tasks - where issues can have consequences across multiple departments.
- Proven record of multi-tasking
- Time Management
- Written Communications
- Customer Focus
**Job Types**: Full-time, Permanent
**Salary**: Php25,000.00 per month
Schedule:
- 8 hour shift
- Night shift
Ability to commute/relocate:
- Taguig City: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Order Management Customer Service: 2 years (required)
- SAP ERP: 1 year (required)
- shipping, domestic and export traffic terms: 2 years (required)
- Customs regulations and Export controls: 1 year (required)