Customer Service Manager – FMCG

3 days ago

Mandaluyong City, National Capital Region, Philippines Quanta Paper Corporation Full time ₱560,000 - ₱1,048,000 per year
Key Duties & Responsibilities

1. Team Leadership & Management

  • Lead, mentor, and supervise the customer service team to achieve operational excellence.
  • Set performance targets, monitor KPIs, and conduct performance reviews.
  • Provide coaching, training, and development opportunities to enhance team skills.

2. Customer Support & Relationship Management

  • Manage and resolve customer inquiries, complaints, and feedback efficiently.
  • Maintain strong relationships with key clients, distributors, and vendors.
  • Ensure high service levels and customer satisfaction metrics are met.

3. Employee PO Concerns Management

  • Receive and review employee PO-related concerns (delays, incorrect items, pricing discrepancies).
  • Verify PO details against system records and vendor documentation.
  • Coordinate with Procurement, Logistics, Finance, or vendors to resolve issues.
  • Communicate updates and expected resolution times to employees.
  • Document actions taken and close the concern once resolved.
  • Analyze recurring issues and recommend process improvements to reduce errors.

4. Process Improvement & Reporting

  • Develop and implement customer service policies, procedures, and SOPs.
  • Monitor and analyze KPIs such as response time, resolution rate, and satisfaction scores.
  • Prepare reports on customer service performance, trends, and PO issue resolution.
  • Collaborate with cross-functional teams (Sales, Procurement, Logistics) for operational efficiency.

5. Administration & Documentation

  • Maintain accurate records of customer interactions, complaints, and PO concerns.
  • Ensure proper filing and documentation for audit and compliance purposes.
  • Track and manage departmental budget and resource allocation.

Qualifications
  • Education: Bachelor's degree in Business Administration, Management, Marketing, or related field.
  • Experience: Minimum 5 years in customer service, preferably in FMCG, with at least 2 years in a managerial role.

  • Skills:

  • Strong leadership and team management capabilities.

  • Excellent problem-solving, communication, and interpersonal skills.
  • Proficiency in CRM systems and MS Office.
  • Ability to handle escalations, including employee PO concerns.
  • Knowledge of FMCG operations, supply chain, and customer requirements.
  • Strong organizational skills and ability to work in a fast-paced environment.

Expected Outcomes / KPIs
  • High customer satisfaction ratings.
  • Efficient and timely resolution of customer and employee PO concerns.
  • Reduced recurring PO-related issues through process improvements.
  • Optimized team performance and adherence to service standards.

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