Customer Service Specialist

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Job ID: 97957

Country: Philippines

Professional area: Supply Chain

Contract type: Fixed Term

Professional level: Experienced

Location: Taguig City, PH, 1634

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.

Reporting to: Global Supply Chain and Customer Service - CPM

Duty Post: Taguig City, Philippines

Application Duration: This job posting will remain open until the vacancy is filled.

Customer Service Specialist (Temporary)

The Customer Service Specialist is a key member of the O2C Finance pillar at GBS Manila, responsible for ensuring efficient ticket resolution, including daily and month-end deliverables. This role involves collaborating on issue resolution through root cause analysis and corrective actions, supporting SAP testing, performing J-SOX controls as needed, and contributing to the stabilization, simplification, and improvement of processes.

As the Customer Service Specialist in the area of Order to Cash - Global Supply Chain & Customer Service, you will:

1. Process Customer Service Transactions
   • Includes daily and month-end deliverables. Track and handle Customer/SCM inquiries.
2. Enforce Control and Compliance
   • Ensure compliance with Global Operating Guidelines, Corporate and GBS policies, and procedures by adhering to internal guidelines and supporting entity adherence.
   • Implement and document J-SOX controls as assigned, ensuring timely and full compliance to meet internal and external audit standards.
3. Participate in Analytical, Reporting and Process Improvement
   • Prepare accurate and timely routine and ad hoc reports as needed.
   • Continuously review processes and monitor performance metrics to identify and discuss potential improvement opportunities with the Team Lead.
4. Support the team, other process teams and projects
   • Assist the Team Lead in achieving team objectives and fostering collaboration during document processing and issue resolution.
   • Support cross-functional activities, projects, and initiatives within GBS and Corporate as needed.
5. Provide Support to Entities
   • Commit to service excellence by being customer-focused, ensuring timely communication, and resolving queries effectively.
   • Support entities by understanding their business needs and providing expert advice on customer service matters.

Requirements:

• Bachelor's degree in Finance, Business Administration, or a related field is required. Equivalent experience will also be considered.
• 2 to 3 years of proven experience.
• Strong analytical skills.
• Outstanding written and oral communication skills.
• Solid understanding of Microsoft Excel.
• SAP HANA experience.
• Advanced logistics knowledge such as inventory management, transport, warehousing, insurance, legalization, export documents management.
• High level of accuracy and attention to detail.
• Have a sense of urgency.
• Proactive in identifying process improvement opportunities.
• Ability to work under pressure and tight deadlines.
• Ability to communicate effectively with internal and external customers.
• Willingness to take charge/responsibility/ownership.
• Desire to seek learning and self-improvement opportunities.

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 Talent Advisor > 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. If you need any specific support, alternative formats, or have other access requirements, please let us know.