O2C Customer Service Specialist

1 week ago

Manila, Philippines JT International S.A. Full time

 

 

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

 

To make a difference with us, all you need to do is bring your human best.

 

What will your story be? Apply now  

Learn more: jti.com

 

 

 

O2C Customer Service Specialist

 

The Customer Service Specialist will be an integral member of the O2C GSC+CS pillar of GBS Manila with the following key responsibilities such as Ticket Resolution - includes daily and month-end deliverables, Collaborate on issue resolution (root cause analysis, corrective and mitigation plans), Support with SAP testings and perform J-SOX controls as required, and Contribute to stabilize, simplify and improve processes.

 

As the Customer Service Specialist in the area of Supply Chain, you will: 

 

  • Processing of Customer Service transactions (i.e., 3rd party customers orders, deliveries, and returns). Track and handle Customer, Sales and SCM inquiries. 

  • Compliance to policies & procedures: Ensure compliance to Global Operating Guidelines, policies and procedures. This is achieved by adhering to Corporate policies and procedures, GBS procedures and internal guidelines; and also ensuring that Entities implement to Corporate and GBS policies and procedures.

  • Responsible for implementing and evidencing any JSOX controls where the Customer Service Expert is identified as the control owner in the JSOX GRM, ensuring compliance to these controls, and they are driven timely and in full compliance with JSOX GRM to meet internal/external audit standards.

  • Analytical and Reporting: Responsible to prepare routine reports and analysis that are high quality, accurate and timely. To prepare additional reports at the request of the Team Lead, where required.

  • Continuously review current processes and also monitor performance based on KPI/performance metrics being reported on monthly basis in order to identify and discuss with Team Lead on the potential areas for improvements.

  • To provide assistance and support to the Team Lead to ensure that the objectives and targets of the team are met. To support the team so as to achieve high level of collaboration during document processing and resolving Customer Service related issues. Where required, to participate and provide support in cross functional activities within the GBS, Corporate and GBS projects and initiatives.

  • Demonstrate commitment to achieve service excellence and be customer focused; and ensure timely communication and resolution of queries/issues. Provide good support to Entities by developing knowledge of the entity's business and operational needs and provide expert advise/solution on Customer Service related matters.

  • Assist with various tasks and projects as they arise and upon manager’s request.

 

Requirements: 

 

  • 2 to 3 years related business experience with a company of a similar size

  • Advanced supply chain knowledge including but not limited to order management, returns management, inventory management and transportation management.

  • Good experience in SAP ECC/APO or other ERP

  • Good experience in SAP HANA

  • Strong knowledge of Microsoft Excel 

  • Strong analytical skills

  • Exceptional written and oral communication skills

 

Are you ready to join us? Build your success story at JTI. Apply now

Next Steps:

 

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with TA > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

 

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Talent Advisor know during the selection process.

 

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