Customer Care Experience Coordinator

5 days ago

Biñan City A, Philippines BATANGAS AGRIBUSINESS CENTER, INC. Full time ₱900,000 - ₱1,200,000 per year

PRIMARY OBJECTIVE: To ensure an outstanding and seamless customer experience across all touchpoints through tight coordination and collaboration with other departments, especially Field Sales, Operations, Engineering, Finance and TSD.

Job Responsibilities:

  1. Streamline Customer Order & Fulfillment Processes:

  2. Implement the end-to-end customer order process, ensuring accuracy, timely entry, and complete information for supporting teams.

  3. Collaborate with Field Sales, Operations, and Supply Chain teams to align demand planning with customer needs and ensure product availability.
  4. Secure and regularly update customer demand from field sales and direct customer feedback, and diligently track demand accuracy.
  5. Coordinates the scheduling of deliveries, ensuring timeliness and adherence to customer expectations, proactively addressing any potential issues.
  6. Support inventory management initiatives to minimize backorders and ensure timely product delivery, thereby enhancing customer satisfaction.

  7. Govern the allocation and tracking of sample/loaner units to facilitate customer product trials and demonstrations.

  8. Field Sales and Customer Support:

  9. Assist and help Field Sales in responding to customer inquiries and resolving issues via phone, email, chat or social media.

  10. Provide timely and accurate information to customers about status of orders and delivery commitments.

  11. Enhance Customer Satisfaction & Relationship Management:

  12. Act as the primary point of contact for customer queries, requests for quotation, feedback, complaints, ensuring prompt and effective resolution.

  13. Coordinates with different departments (sales, logistics, warehouse, TSD, planning) to ensure a seamless customer journey.

  14. Communication and Coordination:

  15. Act as liaison between field sales/customers and internal teams to resolve concerns efficiently.

  16. Follow up with field sales/customers full information required prior to delivery of goods.

  17. Coordinate logistics related to customer orders, returns, or service related info or schedules.

  18. Documentation and Reporting

  19. Maintain accurate records of customer interactions and transactions.

  20. Prepare, maintain and monitor CCE reports for the customer and CCE team.

  21. Do other tasks as may be required

Qualifications:

  • At least a graduate of Bachelor's degree in Industrial Engineering, Marketing, Business Administration, or any related course
  • At least 2 years of progressive experience in customer service, sales operations, or customer experience roles, with strong knowledge of the food and restaurant industry, commercial kitchen equipment, and related resources.
  • With Customer Service Skills
  • With Organizational Skills
  • Proficiency in Microsoft Office (Word, Advance Excel, Outlook, PPT)
  • Location: Willing to work in Laguna Technopark.

Job Types: Full-time, Permanent

Benefits:

  • Company events
  • Health insurance
  • Life insurance
  • Staff meals provided
  • Transportation service provided

Work Location: In person

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