Customer Service Representative

Tata Consultancy Services; Philippines; On-site; PHP 335,000 - 502,000; Full time

Job summary

Tata Consultancy Services in the Philippines is seeking a Customer Service - B2B Agent for day shift to support manufacturing and supply chain accounts.

You will handle order management in SAP and use CRM tools to respond to inquiries, manage pricing and documentation, and ensure timely fulfillment.

The role requires 2-3 years of experience and a strong eye for detail, with the ability to coordinate across Sales, Production, Warehouse, Finance, and Quality teams.

Qualifications

• Proven experience in customer service within manufacturing or supply chain.
• End-to-end order management including entry, validation, amendments, and fulfillment.
• Strong skills in CRM, SLA tracking, and cross-functional coordination.

Responsibilities

• Handle end-to-end order management—order entry, validation, amendments, and fulfillment in SAP.
• Manage customer inquiries, documentation requests, pricing coordination, and issue resolution.
• Handle credits, returns, and exception management with proper validation and audit documentation.
• Coordinate with Sales, Production, Warehouse, Finance, and Quality teams to ensure smooth operations.
• Maintain DIFOT tracking and perform in a high-volume, fast-paced environment.

Skills

Customer service

Order management

SAP

CRM tools

Cross-functional coordination

Communication

Tools

SAP

CRM software

Microsoft Excel

Job description

Customer Service - Business to Business Agents (Day Shift)

Preferred Experience Range- 2 to 3 years of experience

(Experience handling Retail and Manufacturing accounts is a plus)

Domain and Primary Requirement

• Strong experience in customer service operations within manufacturing / supply chain environments.
• Hands-on experience in end-to-end order management – order entry, validation, amendments, and fulfillment in SAP
• Proficiency in CRM tools for case management, customer communication, and SLA tracking
• Ability to manage customer inquiries, documentation requests, pricing coordination, and issue resolution
• Experience in handling credits, returns, and exception management with proper validation and audit documentation
• Strong understanding of manufacturing operations (production planning, stock availability, lead times, order delays, DIFOT tracking)
• Proven capability in cross-functional coordination with Sales, Production, Warehouse, Finance, and Quality teams
• Excellent communication, problem-solving, and multitasking skills in a high-volume, fast-paced environment

Special

• Strong customer focus with attention to detail and accuracy
• Ability to handle high-volume transactions and meet SLA timelines
• Good analytical and reporting skills (Excel proficiency)
• Knowledge of audit compliance and documentation standards
• Effective stakeholder management and escalation handling skills
• Understanding of manufacturing and supply chain processes (production planning, inventory, lead times, DIFOT)
• Ability to coordinate with production, warehouse, and logistics teams to ensure order fulfillment and issue resolution