Customer Service Officer

Customer Service And Sales Taguig, Philippines Taguig City, National Capital Region


Description

POSITION RESPONSIBILITIES

  • Participate and demonstrate competency in the ISO/9001 Quality Management System training.
  • Ensure work performed is in accordance with the quality policy, manual and quality procedures, processes and work instructions associated with the ISO/9001 Quality Management System.
  • Respond promptly and politely to telephone calls from customers and suppliers on matters relating to product availability, pricing, delivery, order status and product information.
  • Provide product and pricing details to customers using the information contained in the computer database. Provide customers with their related account number for future reference, once security measures have been taken.
  • Take sales orders via phone, fax and email from customers and suppliers, and enter data into the computer system.
  • During Inbound calls, notify the customer of any Backorders or Planner 1 lines that have not met the Minimum Buy.
  • Call customers to take orders, manage backorders and minimum buys/slow moving stock on a regular basis.
  • Processing of all Promotional Orders.
  • Document and initiate customer returns/credits and associated paperwork, as outlines on the Standard Operating Procedures.
  • Keying of CH2 credits as required and ensuring all credits are carried out with attention to the attachments and ensure that the attachments are professional and informative for both internal and external customers.
  • Processing of CH2 general orders and filing of completed data.
  • Follow through with any customer queries. Make an attachment on the related Sales order number/invoice for any tasks that you are following up on for a customer.
  • Liaise and create excellent working relationships with all internal and external colleagues, customers and clients.
  • Update customer service complaints database daily.
  • Follow up on the CR449 Report Customer Service Operator Action Items daily.
  • Other related duties as directed by Supervisor/Manager.

HEALTH AND SAFETY RESPONSIBILITIES:

  • Report any unsafe situations or equipment to the relevant manager.
  • Report any injury or near miss you are involved in to your Manager within 24 hours either verbally or in writing using the incident report form.
  • If seriously injured at work cooperate with CH2 Return-to-Work Coordinator to help you get back to work.
  • Assist in the implementation of all OH&S policies/procured/processes that may be developed by the company.
  • Participate and assist with health and safety training, risk assessments and OH&S inspections,
  • Follow the OH&S expectation and responsibilities as outlined in the SMS manual.
  • Ensure that contractors and trades people you engage comply with CH2 contractor expectation and requirement as they are described in the SMS manual.

Must have Experience

  • 12 months experience in a customer service role
  • Experience in using a computer based ordering system
  • Speed and accuracy in data entry
  • Outstanding communication skills
  • Honest and friendly nature
  • Able to work as part of a team
  • Motivated with a “Can Do” attitude
  • Demonstrated flexibility in working in a small team environment.

Desirable Experience

  • Work within a Telemarketing environment
  • Experience within the Pharmacy Industry
  • Data entry qualifications
  • Strong product knowledge of pharmacy lines