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Customer Solutions Specialist

2 weeks ago

Cebu City, Central Visayas, Philippines beBeeCustomer Full time ₱3,000,000 - ₱5,000,000

Job Title: Customer Solutions Specialist II

The customer solutions specialist plays a crucial role in the organization by acting as a direct link between the company and its customers.

This role interacts with customers, sales teams, and production to handle the overall customer order process that includes pre-sales and post-sales service functions. They ensure all order details are accurate and coordinate with relevant departments to resolve issues efficiently.

This involves:

  • Ensuring order accuracy through Order Accuracy Review
  • Handling incoming orders from customers, including entering orders into the system, verifying pricing and availability, and coordinating with other departments like production and shipping
  • Communicating with Sales and Engineering to ensure customer information is provided for quote issuance
  • Maintaining clear and proactive communication with customers to manage expectations and build trust
  • Generating reports on key metrics such as on-time delivery, order turnaround time, customer satisfaction scores, and response times

They also handle customer complaints effectively by investigating issues, communicating with relevant departments, escalating as necessary, and ensuring customers are satisfied with the resolution.

In addition, they:

  • Process returns (RMA/FOI) and prepare related documents/trouble tickets
  • Work with the sales and credit department to resolve customer payment issues
  • Complete forms for new accounts, credit applications, and other applicable approvals
  • Serve customers by answering product and service questions and providing information on other products and services
  • Nurture relationships with key customers by understanding their needs, preferences, and buying patterns

Requirements:

  • Associate's Degree or equivalent experience
  • Minimum 1 year customer service experience
  • Intermediate skills in Microsoft Office: Microsoft Word, Office, PowerPoint, Excel
  • Effective oral and written communication skills
  • Detail-oriented and organized
  • Comfortable working on multiple projects simultaneously

Working Conditions:

  • Typically works 8am-5pm, Monday – Friday, however, this may be adjusted based on customer needs
  • May be required to work on rotating weekend coverage
  • May be required to work holidays per Manager scheduling