The Customer Service Team Leader is responsible for overseeing daily customer service operations, ensuring efficient coordination between clients, suppliers, brokers, and internal teams. This role involves managing importation processes, handling customer concerns, facilitating smooth deliveries, and implementing improvements in customer service operations. The position also provides leadership, training, and support to the Customer Service (CS) team.
Duties and Responsibilities
- Input data into SAP for importation from abroad and delivery to customers.
- Communicate and provide instructions to suppliers, customers, brokers, and other external providers.
- Handle customer inquiries, complaints, and requests referred by the Customer Service Associate via phone or email, ensuring timely resolution.
- Manage shipping details, import documents, and clearances by coordinating with relevant personnel to ensure smooth delivery and product quality.
- Review and verify customer orders, prices, terms, and conditions by checking order slips and coordinating with CS staff and Sales Executives.
- Monitor all deliveries, orders, and other CS transactions on a daily basis.
- Act as a mediator between Sales and CS staff, relaying instructions from the Manager and gathering feedback.
- Recommend and implement improvements in CS operations.
- Conduct training for newly hired CS staff and facilitate orientation on CS processes.
- Perform stock inventory and reconciliation.
- Attend meetings and maintain harmonious business relationships with stakeholders.
- Perform other related tasks as assigned by the immediate manager.
Job Specifications
Education:
- Bachelor’s degree in Customs Administration or any related business course.
Experience:
- At least 3 years of related work experience.
Knowledge, Skills, and Abilities:
- Proven skills in customer service and import/export logistics.
- Strong interpersonal, communication, and follow-up skills.
- Proficiency in business financial software, Microsoft Excel, and Word.
- Ability to work under pressure and eagerness to learn new processes.
Job Type: Full-time
Pay: Php45,000.00 - Php50,000.00 per month
Education:
- Bachelor's (Preferred)
Experience:
- SAP: 1 year (Preferred)
- Import and Export CSR: 3 years (Preferred)
Work Location: In person
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