Customer Care

Discover your 100% YOU with MicroSourcing

Position:
Customer Experience Associate
Work setup & shift:
Hybrid | Nightshift
Why join MicroSourcing?

You'll Have

• Competitive Rewards*: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

• Deliver exceptional customer experiences via email and chat, and phone, representing the goop brand at every touchpoint.
• Organize, filter, and manage various incoming customer experience / customer service email inboxes
• Assist with customer questions and concerns with orders, returns, subscriptions, promo codes, price adjustments, and more.
• Ensure a positive post-sale consumer experience with timely resolution of issues.
• Partner with our tech team to troubleshoot issues, test solutions, and improve the customer experience.
• Collaborate with the warehouse team on order fulfillment, shipping requests, inventory checks, and product concerns.
• Collaborate with customer experience team and external partners to monitor, manage, and track data for KPIs and monthly reporting
• Assist client experience and digital stylist teams with product, order, and customer questions & concerns.

After initial Data Clean Up Focus = Data / Item Maintenance and Procurement related activities:

• Item creation and data maintenance in our system (both parts / components and finished goods)
• BOM (bill of materials) creation and maintenance in our system
• Purchase Order creation, monitoring & tracking, updating, and maintenance for both parts / components and finished goods in our system
• Coordination of inventory transactions / maintenance within system related to procurement
• Coordinate with internal and external logistics partners to track PO shipments and update orders in system accordingly
• As necessary, perform data cleanup in system related to item & product information (including costing and pricing), inventory, BOM usage factors, scrap rates, etc.
• Communicate & coordinate with external brands, vendors, suppliers related to PO tracking and maintenance within our system
• Execute RTVs (return to vendors), gift orders, and other related order entries and management within our system
• Update weekly reporting documents and send monthly consignment selling reports to brands / vendors / suppliers.
• Contribute and/or update various internal procurement / PO reports as requested

What You Need:
Non-negotiables

• 1-3 yrs of customer service/customer experience
• 1-3 yrs experience working with major ERP systems such as NetSuite, Sage, MS Dynamics, Oracle, SAP, Accumatica, Odoo, etc.
• Proficient in Microsoft office related apps: Outlook, Teams, Excel, Sharepoint, Word, Powerpoint
• Must have excellent English language skills, both written and spoken
• Strong basic excel skills required
• Collaborative and cooperative: openly enjoys and is able working with cross functional partners both internally and externally

Preferred skills/expertise:

• Customer service / experience in the beauty or apparel industry experience preferred
• Shopify platform experience strongly preferred

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%

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*Terms & conditions apply