Analyst, Customer Fulfillment (Mandarin)

S.C. Johnson Philippines ROHQ; Makati; Hybrid; PHP 558,000 - 837,000; Full time

Benefits offered by this job

14th month pay

Profit sharing

Pension plan

Healthcare benefits

Gym in office

Paid leaves

Job summary

SC Johnson Philippines ROHQ seeks a Customer Fulfillment professional to accurately receive and process customer orders while resolving inquiries for multiple accounts. You will proactively manage orders, coordinate delivery dates, and liaise with Sales, Logistics and Finance teams to ensure timely fulfillment.

Requirements include a college degree or equivalent experience, plus prior customer service experience and fluent English and Mandarin.

Qualifications

• College degree or equivalent on the job experience.
• Previous customer services experience.
• Fluent English and Mandarin required.

Responsibilities

• Proactive order management and solving issues related to customer orders.
• Coordinate delivery dates with customers based on stock availability.
• Liaise daily between LSP and local Sales, Logistics & Finance teams.

Skills

Customer service

Fluent English

Mandarin

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.