Customer Service Officer  

Job Objectives:

• Plan and supervise in providing customer service, which includes Electronic Purchase Order (EPOs), Unserved Report, RMR, OTD, KAG collection and trade audit in Key Accounts and Distributor’s GWTP Audit.

Duties and Responsibilities:

A. Electronic Purchase order (e-POs)
1. Ensures timely downloading of e-POs and transmit it to specific plants within the specified schedules Consolidate monthly unserved and summarize perfect orders to determine the OTD
2. Plans and develop system in determining the completeness of e-POs delivery to key accounts
3. Monitor performance versus set standards and develop solution to drive improvement in terms of Electronic Purchase Orders
B. Unserved Orders and OTD
4. Consolidate monthly unserved and summarize perfect orders to determine the OTD (order to delivery) per sector
5. Assists in developing a system that will improve OTD and minimized unserved orders
C. RMR and KAG Collection
6. Handles the RMR particularly in DBG Distributor to avoid hanging balances on their ARs.
7. Provide prompt response on KAG collection issues
D. Trade and Distributor Audit
8. Conduct at least twice a week trade audit in key accounts and quarterly audit in Distributor’s Good Warehousing and Transportation Practices such as but not limited to FIFO, Stacking, Vehicle, Good Housekeeping, Hygiene and Sanitation, and Safety
E. Other Admin Task
9. Attends weekly rebalancing meetings
10. Other duties as assigned

• Prior experience in FMCG Customer Service will be prioritized.
• Knowledge of best practices, trends, and technologies in customer service and supply chain management
• Has obtained expertise in Distributor or Key Account Management
• Strong leadership, innovation skills, and ability to make things happen
• Ability to analyze and solve complex problems
• Excellent administrative skills
• Good Collaboration and communication skills ▪ Knowledgeable in MS Office such as MS Word, MS Excel, and MS PowerPoint
• Has management responsibility in monitoring e-POs downloading by the Customer Service Assistant and ensures the completeness of its delivery to key accounts
• Monitors proper RSBO and RMR handling
• Regularly supervises KAG collections and addresses collection concerns
• Occasionally provides on-the-job training to Customer Service Assistant
• Requires analytical thought and innovative thinking needed to resolve issues involving e-POs, RSBO, RMR, and KAG collections