Customer Service Analyst

Helpware Inc.; Cebu City; On-site; PHP 424,000 - 670,000; Full time

Job summary

Helpware Inc. in Cebu City, Philippines seeks a Customer Service Analyst to deliver best-in-class service to internal and external customers, using order management and supply chain knowledge to strengthen strategic accounts and improve client results.

The role requires intermediate data management and analytical skills, problem solving, effective written and verbal communication, and the ability to support the Sales organization through solution-based approaches.

Qualifications

• Experience in customer service, order management, and logistics is required.
• Strong written communication and problem-solving abilities are necessary.
• Ability to work with cross-functional teams and meet deadlines.

Responsibilities

• Receive orders and ensure accurate input into the database.
• Manage a group inbox in Salesforce.com and route work to the team.
• Proof and release orders per requirements and training.
• Maintain high accuracy in order management processes.
• Handle multiple tasks, organize, prioritize, and meet deadlines.
• Communicate issues with facts, suggestions, and resolutions.
• Provide updates and corrective insights to maintain service levels.
• Follow up on inquiries from customer service management and other departments.

Skills

Excellent Customer Service Skills

Ability to multitask

Advanced written communication skills

Ability to independently solve problem

Ability to follow a task through to re

Accountability

Detail-oriented

A quick learner

Self-starter

Team player

Experience working with a cross‑func t

Tools

SAP

Salesforce.com

Job description

Position Summary:

Provide best-in-class customer service to both internal and external customers through a holistic understanding of the customers’ needs and interests and by using their extensive knowledge and experience to identify and implement customer-focused solutions to improve client results. The primary responsibilities of the Customer Service Analyst (CSA) include providing specialized order management and supply chain/logistics expertise to strengthen relationships with key strategic accounts, drive efficiencies, and improve overall business results.

Additionally, this role requires intermediate data management and analytical skills, problem-solving, independent thinking, extensive systems/supply chain knowledge, product knowledge, strong communication skills (written and verbal), and the ability to support our internal Sales organization through solution-based selling.

Essential Duties and Responsibilities:

• Receive orders and ensure accurate input into the database. Coordinates with pertinent departments regarding order status, shipping dates, and product availability/back orders; responsible for communicating all appropriate information to both internal and external partners. Ensures product delivery based on regulatory, manufacturing, customer, and contractual requirements.
• Manage a group inbox in Salesforce.com to disseminate work between the team based on training and guidance from leadership. Document both order entry and shipping discrepancies and provide next-step resolutions and escalation where necessary.
• Proof, and release orders per requirements and training.
• Maintain a superior level of accuracy for all work, particularly involving order management.
• Ability to take initiative and handle various tasks simultaneously, organize, prioritize, make decisions, and work efficiently and effectively under deadlines.
• Communicate issues with facts, suggestions, and possible resolutions both written and verbally
• Provides updates, insight, and suggested corrections to maintain the highest level of service within this role.
• Responsible for following through on inquiries from customer service management, and other departments, including, but not limited to marketing and sales. Assist with the investigation and provide an outcome for correcting problems or errors that arise within the customer service group.

Qualifications:

• Position Time: 8:00 – 5:00 am EST

Job Experience:

• Required: 3 years minimum order management experience

Applications:

• Preferred: Experience with SAP or other ERP systems
• Preferred: Experience with Salesforce.com or other CRM systems

Knowledge, Skills, Abilities, and Competencies:

• Excellent Customer Service Skills (order services, logistics/shipping knowledge)
• Ability to multitask and manage day-to-day tasks and activities with minimal supervision
• Advanced written communication skills
• Ability to independently solve problems.
• Ability to follow a task through to resolution
• Accountability
• Must be detail-oriented
• A quick learner, a self-starter, and a team player
• Experience working with a collaborative cross-functional team