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Customer Support Planner

3 months ago

Biñan, Philippines Monroe Consulting Group Full time

Executive search firm Monroe Consulting Group is recruiting on behalf of a world-leading provider of industrial productivity solutions. We are looking for a Customer Support Planner. The role will be responsible gathering and prioritizing customer request and feedback to sales, service, and other support group to ensure revenue and customer satisfaction goals are met. The work will office-based in Biñan, Laguna from Mondays-Fridays, 8am-5pm.

Job Summary:

A Customer Support Planner acts as a liaison between customers and internal stakeholders that focuses on: ensuring planned services are executed as scheduled; gathering and prioritizing customer request and feedback to sales, service and other support group to ensure revenue and customer satisfaction goals are met; maintaining a safe and conducive work place that promote productivity and interaction; administering service and sales related activities that support the company's overall strategy and goals.

Key job responsibilities include:

* Schedule ad-hoc service requests from internal service requests, hotline calls and SMARTlink notifications through COPS. Ensure parts and the right FSE are available before scheduling service jobs.
* Place orders for parts required to complete service orders through COPS, and work to expedite the delivery of these orders as needed.
* Create tasks in C4C and tickets in COPS to replace wrongly ordered items, support customer's urgent needs and correction of customer information among others.
* Maintain a 2-week forward planning in COPS.
* Provide prompt response and regular updates to customers and distributors.
* Create tickets in COPS for the closing of completed service orders including subcontractor's accomplishment reports.
* Maintain a digital copy of service files including invoices, visit reports, service contracts and subcon works.
* Contribute to positive company branding by projecting a knowledgeable, professional, and customer-oriented image to customers.
* Utilize CTS platforms such as but not limited to: COPS, SmartLink, C4Cand Teams in all work activities and transactions to lessen administration time doing manual work, increase transparency and provide basis for evaluation in process improvement.
* Keep WIP levels to minimum and practice regular return of service parts that are no longer needed or rescheduled.
* Provide correct email address for NPS and call customers for response follow up.
* Assist FSE in parts withdrawal and arrangement of safety requirements and customer accreditation.
* Participate as needed in customer-supplier seminars/collaboration meetings with promptness and diligence.
* Perform duties in accordance with company standards, while striving to meet the needs & expectations of the customer.
* Follow standard processes and procedures published in the company Management System

* Bachelor's degree in business, IT, or finance
* 2years planning, customer engagement, & customer service experience
* Demonstrated success in customer experience and customer relationship management.
* Proven customer centric attitude and ability to adapt/respond to different customer needs.
* Ability to write clearly and concisely.
* Demonstrated ability to work effectively under different conditions and locations.
* Thrives in dynamic, uncertain, and fast-moving environments.
* Analytical, communication, presentation, coordination, active listening, critical thinking, reading comprehension, writing, monitoring, service orientation, time management, organizational, interpersonal, judgment and decision making, active learning, diplomacy, mentoring, leadership and team building, negotiation, change management, project management, conflict management, multi-tasking, political sensitivity, salesmanship, and persuasion and influencing.
* Abreast of developments in the local market in relation to developments in the supply side both locally and internationally
* Good understanding of pricing dynamics
* CAN START ASAP and willing to work on-site in Biñan City Laguna.

All applications will be treated in the strictest of confidence. If you are a suitable match for this position, please send your application