Order Management and Customer Service Assistant

Conti's Specialty Foods, Inc; Taguig; On-site; PHP 240,000 - 360,000; Full time

Job summary

Conti's Specialty Foods, Inc. is seeking an Order Management and Customer Service Assistant to ensure accurate and timely processing of customer and restaurant orders from receipt through fulfillment.

You will coordinate with customers, restaurant stores, Operations, Warehouse, Logistics, and Supply Chain to address inquiries and resolve issues while maintaining high service standards. The role requires attention to detail, strong communication, and the ability to manage multiple orders in a

Qualifications

• Bachelor's degree in a related field is required or preferred.
• 6 months experience in customer service or order management is an advantage.
• Experience in restaurant or food service is an advantage.
• Familiarity with POS, online ordering, ERP, or customer service platforms is preferred.
• Proficient in MS Office (Excel, Word, Outlook).
• Good verbal and written communication skills.

Responsibilities

• Receive, review, validate, and process customer orders accurately and within turnaround times.
• Monitor incoming orders and endorse to the appropriate restaurant store or team.
• Verify order details, quantities, customer info, and delivery instructions.
• Coordinate with stores and Operations on order fulfillment and availability.
• Monitor orders from placement to completion or delivery.
• Coordinate delays, unavailable items, cancellations, or corrections with stores.
• Assist in processing order modifications, refunds, or replacements per policy.
• Maintain accurate records of orders, transactions, concerns, and resolutions.
• Handle inquiries via phone, email, messaging, social media, or other channels.
• Provide customers with accurate order, menu, promotions, and policy information.

Skills

Attention to detail

Customer service oriented

Communication skills

Conflict resolution

Multi-tasking

Problem solving

Education

Bachelor's degree in Business Administration / related field

Tools

POS systems

Online ordering platforms

ERP systems

CRM platforms

Job description

About the role

The Order Management and Customer Service Assistant is responsible for the accurate and timely processing, monitoring, and coordination of customer and restaurant orders from receipt through fulfillment. The position serves as a key point of coordination among customers, restaurant stores, Operations, Warehouse, Logistics, Supply Chain, and other support departments to ensure that orders are properly processed and customer concerns are addressed promptly. The role is also responsible for providing responsive customer service, handling order-related inquiries and complaints, monitoring delivery concerns, and ensuring that customers receive accurate information and appropriate resolution.

Key responsibilities

• Receive, review, validate, and process customer orders accurately and within established turnaround times.

• Monitor incoming orders from the company's approved ordering channels and ensure proper endorsement to the appropriate restaurant store or concerned team.

• Verify order details, including products or menu items, quantities, customer information, payment details, delivery or pick-up instructions, and special requests.

• Coordinate with restaurant stores and Operations regarding order acceptance, preparation, availability of menu items, and fulfillment concerns.

• Monitor orders from placement until completion, pick-up, or successful delivery.

• Immediately coordinate order delays, unavailable items, incorrect orders, cancellations, and other fulfillment issues with the appropriate store or department.

• Assist in processing order modifications, cancellations, refunds, replacements, or other corrective actions in accordance with company policies.

• Maintain accurate and updated records of orders, transactions, cancellations, customer concerns, and resolutions.

• Handle customer inquiries and concerns received through phone calls, email, messaging platforms, social media, online ordering channels, or other company-approved communication channels.

• Provide customers with accurate information regarding their orders, menu availability, promotions, delivery status, store information, and applicable company policies.

About you

• Bachelor's degree in Business Administration, Hospitality Management, Hotel and Restaurant Management, Marketing, Operations Management, or any related field.

• Minimum of 6 months experience in customer service, order management, restaurant operations, food delivery, e-commerce, retail, or call center operations is an advantage.

• Experience in a restaurant, food service, or quick-service restaurant environment is an advantage.

• Familiarity with POS systems, online ordering platforms, food delivery applications, ERP systems, or customer service platforms is preferred.

• Proficient in Microsoft Office applications, particularly Excel, Word, and Outlook.

• Good verbal and written communication skills.

• Strong attention to detail and ability to process orders accurately.

• Customer-focused with good problem-solving and conflict-resolution skills.

• Able to work effectively in a fast-paced and high-volume restaurant environment.

• Able to manage multiple customer and store concerns simultaneously.

Benefits

• Company events

• Discounted lunch

• Employee discount

• Free parking

• Health insurance

• Life insurance

• On-site parking

• Opportunities for promotion

• Promotion to permanent employee

• Staff meals provided

• Transportation service provided