Analyst, Customer Fulfillment (Mandarin)

S.C. Johnson Philippines ROHQ; Makati; On-site; PHP 420,000 - 520,000; Full time

Benefits offered by this job

Health care benefits

Gym inside office

Paid leaves

Family-oriented program

Career development

Job summary

SC Johnson Philippines is seeking a Customer Fulfillment Associate to accurately process orders and resolve customer queries. The role involves coordinating delivery dates based on stock, and daily liaison between logistics, sales and finance teams, ensuring smooth order flow and issue resolution.

The candidate should have a college degree, prior customer service experience, and be fluent in English and Mandarin to support a diverse client base.

Qualifications

• College Degree or equivalent on the job experience.
• Previous Customer Services experience.
• Must be fluent English and Mandarin.

Responsibilities

• Proactive order management and resolving issues related to customer orders.
• Coordinate delivery dates with customers based on stock and prioritize destinations.
• Liaise daily between LSP and local country (Sales, Logistics & Finance).
• Escalate stock allocation or service issues to Team Leader.
• Develop action plans to resolve customer inquiries and prevent recurrence.

Skills

Customer service

English & Mandarin

SAP experience

Education

College degree

Tools

SAP

Job description

ABOUT THE ROLE:

Reports to the Customer Fulfillment Associate Manager, and accurately and timely receives and processes customer orders for a portfolio of accounts and the resolution of internal and external customer queries.

KEY RESPONSIBILITIES:

• Proactive order management and 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
• Identifies and implements process improvements and identifies efficiencies and best practices
• Conducts trade visits with sales representatives if required and visits local country as representative of SSC as necessary
• Collaborates with E-commerce department to solve systems issues
• Develops and maintains customer service performance reporting systems to assist local country in efficient management of its business

REQUIRED EXPERIENCE YOU'LL BRING:

• College Degree or equivalent on the job experience
• Previous Customer Services experience
• Must be a fluent English speaker and Mandarin

PREFERRED SKILLS/EXPERIENCE/COMPETENCIES

• SAP experience (desirable)
• Flexibility to address critical business needs
• Background working in multi-cultural environment advantage

JOB REQUIREMENTS:

Full-time employment; onsite work setup (M-F); remote work once a week is available after 3 months

Work Hours: 9:30AM to 6:30PM (Mondays thru Fridays)

Overtime might be required depending on the critical deliverables

This role is not eligible for relocation

What's in it for you

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, profit sharing, pension plan, etc.)
• Health care benefits, a gym inside the office, paid leaves upon hire.
• 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.