Customer Service Specialist

📋 Description

• Take ownership of the entire lifecycle of retail purchase orders, from receipt to fulfillment.

• Review, verify, and input purchase orders into internal systems (both EDI and manual).

• Confirm order quantities, pricing, shipping timelines, and routing specifications.

• Ensure synchronization with inventory availability and production timelines.

• Actively identify risks that could affect fill rates, such as inventory shortages or production delays.

• Communicate any cuts, delays, and push-outs to customers promptly and professionally.

• Collaborate with Supply Chain and Planning teams to mitigate risks and enhance outcomes.

• Monitor and resolve all open order issues until they are addressed.

• Serve as the main point of contact for designated Mass accounts (Target, Walmart).

• Address all customer inquiries within established service level agreements (same-day response expected).

• Maintain clear, concise, and professional communication at all times.

• Provide timely updates regarding order status, delays, and issue resolutions.

• Ensure all orders comply with retailer requirements (routing, labeling, ASN accuracy).

• Monitor and minimize chargebacks related to execution errors.

• Keep accurate records of order status, modifications, and communications.

• Assist in the ongoing improvement of customer service processes and reporting.

⛳️ Requirements

• Over 3 years of experience in customer service, order management, or supply chain (CPG preferred).

• Direct experience with Target and/or Walmart is highly preferred.

• Strong knowledge of EDI, retail compliance, and routing specifications.

• Outstanding written and verbal communication skills in English.

• Highly organized with a keen attention to detail.

• Capability to manage multiple priorities in a fast-paced environment.

🏝️ Benefits

• Food Allowance

• Government Benefits

• 13th Month pay

• Work Equipment

• Night Differential if applicable (10% of hourly rate)

• 20 Leaves (after 6 months)

• Holiday pay (200% on Regular holidays; 130% on Special holidays)

• Overtime pay (maximum of 10.25 hours per day)

• Referral bonus (P10,000 if referral is hired and stays with the company for 3 months)

• HMO (after 6 months)