Customer Support Representative, FMCG/Retail

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver outstanding customer service support to Australian clients, consumers, and internal stakeholders while functioning as an extension of the Australian Commercial team.

• Ensure prompt order processing, proactive communication, issue resolution, and cross-functional coordination.

• Maintain a high level of accuracy in processing customer orders received through phone or email/EDI, checking stock availability, and distributing orders to the warehouse.

• Investigate stock inquiries in collaboration with the planning team and address incoming imports with the warehouse team.

• Oversee order modifications, credits, and invoicing.

• Manage master data and pricing within the ERP system.

• Collaborate with the broader commercial team to optimize sales with available stock and resources.

• Proactively communicate any delays and supply risks, escalating issues in a timely and appropriate manner.

• Address, resolve, and respond to inquiries and complaints from customers, consumers, and internal teams.

• Coordinate cross-functionally with internal teams regarding customer/consumer quality issues and manage process quality inquiries, including reports and warranty claims.

• Maintain and monitor relevant registers (DIFOT, KPI, Credit, New Accounts).

• Organize filing (Orders, PODs, Credits).

• Conduct communication broadcasts as necessary to external customers and employees.

• Maintain customer service and administrative forms as required.

• Assist with account inquiries and payment processing.

• Liaise and arrange transport pickups, consignments, and manifests.

• Perform general clerical and office duties, including but not limited to mail management, stationery ordering, reception upkeep, and data entry.

• Execute ad-hoc duties/projects as required.

• Keep a basic detail log of quality issues as they arise and are resolved for retailers and consumers.

• Provide ad-hoc reporting as needed.

• Actively support and adhere to all John Cotton Australia safety policies and procedures, including but not limited to reporting all injuries/incidents immediately, supporting any investigations and risk assessments, and ensuring all SH&E training is current.

⛳️ Requirements

• High School Completion Certificate (Essential)

• Tertiary studies in Administration (Desirable)

• Excellent written and verbal communication skills in English

• Over 2 years of experience in customer service or order management

• Experience with ERP systems and Microsoft Office

• Strong capability in stakeholder management

• Experience in complaint resolution

• Experience in Australian customer support (Desirable)

• Familiarity with Pronto ERP (Desirable)

• Knowledge of EDI processing (Desirable)

• Experience in retail, FMCG, or manufacturing sectors (Desirable)

🏝️ Benefits

• Opportunity to work in a dynamic and supportive environment

• Access to ongoing professional development and training

• Competitive salary and benefits package

• Work with a passionate and dedicated team