Customer Service Representative

Job Description

Responsible for Order Management per Business Units. Receive purchase orders from Regional Customer Service Representatives (RCSR) or end customers. Orders must be placed in the system accurately and within the required SLA for supply plants’ visibility and production planning.

Major Responsibilities

• Receive and acknowledge purchase orders from Customers and Sales Support team within SLA.
• Enter Sales Orders and process SAP Purchase Orders in the system promptly, or within the required SLA of 48 hours.
• Send SAP Purchase Orders to Supply Plants.
• Follow-up and monitor on Order Shipment Confirmation from Supply Plants and inform Sales and Customers promptly by sending Order Confirmation
• Check for product availability and packaging requirements by customers.
• Check Letter of Credit requirements – to ensure Grace is able to meet the requirements for documentations and liaise with Sales for changes needed.
• Communicate any discrepancies, issues, potential delays to Sales Team and/or customers.
• Follow-up and monitor on shipment departure time with supply plants
• Follow-up and monitor on shipping documents from supply plants to be sent to GOC/Customers.
• Review and ensure accuracy of shipping documents and send to customer on time, or before cargo arrival at destination ports
• Support on-going projects.
• Perform other duties as required to support the department’s functional needs.

Required Experience

• Bachelor’s degree (or above) in business or supply chain-related field.
• Supply chain or similar certification preferred.

Preferred Competencies

• Detailed oriented, demonstrated ability to meet tight deadlines and manage multiple tasks.
• Team player whom will share the workload when needed as a team.
• Strong interpersonal skills. Able to communicate to all levels in the organization and across functions.
• Proficient with the Microsoft Office® suite and SAP for Order Processing.
• Good written and oral communication skills including both oral and written fluency in English.
• Ability to work under pressure during month-end datelines.

Benefits

• Guaranteed 14th month Pay
• Above-market Retirement Plan Design
• LinkedIn Learning Access
• Established Performance Incentive Program
• HMO coverage for employees on day 1 (with pandemic coverage)
• Free HMO coverage for up to 3 qualified dependents
• Educational Assistance

Dignified Workplace Commitment: Grace is committed to providing a dignified and inclusive work environment for all employees and welcomes and encourages diversity. This means that all employees are entitled to be treated in a respectful, professional, and inclusive manner, regardless of gender, race, ethnicity, sexual orientation, disability, religion, or any other aspect of their identity.