Customer Service Representative
Fresenius Medical Care
- Alabang, Muntinlupa City
- Permanent
- Full-time
- Manages large amount of incoming customer calls, viber/teams messages, and emails related to customer orders and delivery status, any logistics & product complaints, and stocks availability.
- Coordinates with Order Fulfillment Logistics Team for updated reports on delivery and shipments, order status.
- Checks stocks availability in ERP system and align with Inventory planning for any stock issue and update of incoming shipments.
- Directly coordinates with 3PL and customers for on the way or on-site delivery concerns.
- Coordinates with Sales and other functions for concerns related to these respective groups.
- Handles & logs customer complaints, provides appropriate solutions and alternatives within time limit; executes follow through with concerned departments to ensure resolution.
- Provide RCA and CAPA for issues, concerns, complaints raised by customers.
- Manages and tracks all Proof of Deliveries (POD).
- Escalates unresolved issues to Lead, Supply Chain Head, and Sales Head.
- Builds sustainable relationships and trust with customers
- Provides Weekly Summary of aging un-processed Purchase Orders and align with Order Fulfillment team
- Obtains confirmation from accounts for the acceptance of items with low shelf-life expiry supported by approved Guarantee Letter
- Conducts an assessment on the receiving capability and process of new customers.
- Take extra mile to engage customers. Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Conducts customer survey and feedback.
- Prepares reports on KPI results.
- College graduate of any course.
- At least 2-3 years' work experience in customer support experience or client service representative.
- With a proven track record of achieving/over-achieving targets and KPIs.
- Interpersonal and customer service skills
- Analytical and Problem Solving skills
- Strong phone contact handling skills and active listening.
- Attentive and high patience.
- Ability to find positive in any situation
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills.
- Proficient in Excel, Powerpoint, and Word.
- Flexible to accommodate customer calls and concerns beyond regular working hours.