Customer Service Specialist

Chef's Secret Inc.; Pasig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading food business in Metro Manila seeks a Customer Care Specialist to efficiently process orders and manage customer inquiries. The ideal candidate will possess a Bachelor's degree and strong communication skills, alongside experience in customer service. This role involves collaboration with various teams to ensure timely order fulfillment and maintaining positive B2B client relationships.

Qualifications

• Previous experience in customer service or order processing preferred.
• Ability to maintain accurate records of customer interactions.
• Proficient in using order processing systems.

Responsibilities

• Efficiently process incoming customer orders via various platforms.
• Respond promptly to customer inquiries about products and orders.
• Collaborate with teams to ensure seamless order processing.
• Maintain accurate records of customer interactions and feedback.
• Build and maintain positive relationships with B2B clients.
• Address and resolve customer complaints professionally.
• Stay informed about product offerings and industry trends.

Skills

Excellent verbal and written communication skills

Strong organizational and multitasking abilities

Effective problem solving skills

Ability to work collaboratively with teams

Education

Bachelor's Degree in Marketing, Business or related

Tools

SAP

MS Office Suite

Job description

The Customer Care Specialist plays a crucial role in ensuring the smooth and efficient processing of customer orders in a B2B (business to business) food business. This individual is responsible for managing customer inquiries, processing orders accurately, and providing exceptional customer service to maintain positive relationships with clients.

Responsibilities:

• Order Processing: Efficiently process incoming customer orders via phone, email or online platforms. Verify order accuracy, product availability, pricing information and MOQ requirements. Coordinate with concerned departments to ensure timely order fulfillment.
• Customer Inquiries: Respond promptly and professionally to customer inquiries related to products, orders, delivery and complaints. Provide detailed product information, pricing and minimum order quantities. Address and resolve customer concerns or issues in a timely and satisfactory manner.
• Communication and Coordination: Collaborate with the sales, production, and operations teams to ensure seamless order processing and delivery. Communicate order updates, delays, or changes to customers in a proactive and transparent manner. Work closely with account managers to understand specific customer requirements and preferences.
• Documentation and Record-Keeping: Maintain accurate and up-to-date records of customer interactions, transactions, preferences and feedback. Generate and review reports related to order status, customer feedback, and key performance indicators.
• Customer Relationship Management: Build and maintain positive relationships with key B2B clients. Proactively engage with customers to gather feedback and identify areas for improvement. Identify opportunities for upselling or cross-selling based on customer needs.
• Problem Resolution: Address and resolve customer complaints or issues promptly and professionally making sure that Corrective Action Reports (CARs) are issued to clients in a timely manner and are filed accordingly. Escalate complex issues to the appropriate department or management when necessary.
• Product Knowledge: Stay informed about product offerings, features, and industry trends. Provide reports frequently to management. Provide product recommendations and solutions based on customer needs.
• Customer Service Policies: Prepares outline how to create successful policies in different clients

Qualifications:

• Must possess a Bachelor's Degree / Graduate of Marketing, Business or any related field.
• Experience: Previous experience in customer service, order processing, or a related field is an asset.
• Communication: Excellent verbal and written communication skills.
• Organizational Skills: Strong organizational and multitasking abilities in a fast-paced environment.
• Problem-Solving: Effective problem solving skills with a customer-centric approach.
• Team Collaboration: Ability to work collaboratively with cross-functional teams.
• Technical Skills: Proficient in using order processing systems, SAP and MS Office Suite.

We are an equal opportunities employer and welcome applications from all qualified candidates.