Customer Service Officer - Order Fulfillment

Supervisory - Asst. Manager level Will report directly to Customer Service Head based in Thailand Work Location: Makati Ave. corner Paseo De Roxas, Makati City Work Set Up: 3 days onsite, 2 days WFH Work Sched: morning - normal day shift Key Responsibilities: Manage order processing for assigned company markets, including: South Korea (KR) Philippines (PH) Middle East, Turkey, Central Asia, and North Africa (NAMETCAR) Other regions under TOF (to be defined based on company classification) Create Sales Orders (SOs) in SAP, ensuring key instructions are clearly communicated to factories. Track SO progress based on market updates, customer contracts, production status, material allocation, and shipment schedules. Monitor production and shipment of finished goods through Consolidated Planned Shipments (CPS) and weekly meetings. Coordinate with source factories to ensure timely completion of SOs. Investigate and document reasons for delays or shipment shortfalls. Market Support: Handle inquiries related to company products. Offer cost-effective and efficient shipping solutions for each market. Follow up on concerns related to SO shipments. Update pricing in SAP as needed. For the PH Market (Door-to-Door Setup): Book trucking services and prepare shipping documentation. Provide delivery instructions tailored to client needs, including port arrival timing. Coordinate with planning, trucking, and finance teams for timely payments. Customer and Vendor Management: Oversee customer registration and renewal processes. Manage vendor registration. Coordinate with markets, finance, and legal teams to ensure smooth processing. Team Collaboration and Leadership: Lead regular meetings with markets to review SO updates and address concerns. Adapt to changes in business strategy, market demands, and global conditions. Collaborate effectively with internal departments (Operations, Finance, Supply Chain, QA) and both factory and regional teams. Compliance and Improvement: Enforce safety and security policies and promote a proactive accident prevention program. Actively participate in company-wide continuous improvement initiatives and lead improvement activities as needed. Other Duties: Perform additional tasks as assigned. QUALIFICATIONS: Bachelors Degree in Business Administration or other related discipline Must have a minimum 7 years of work experience in the same or related field English and Filipino proficiency is a must. SAP knowledge and experience, a MUST; and Blue Yonder know-how, advantageous. Proven experience in order management, order fulfillment, customer service, with a track record of handling complex issues and leading teams. COMPETENCIES : Knowledge : Business Administration or Shipment Processes Skills : Planning, Communication, Leadership, Analytical, Problem Solving, Computer Proficiency (MS Excel | MS Outlook | MS Teams), and Filipino | English Language Behaviors : Smart, Organized, Accurate, Detail-Oriented, Customer-centered, Energetic, Creative