Customer Account Manager

Discover your 100% YOU with MicroSourcing!

Position: Customer Account Manager

Location: Cagayan de Oro

Work setup & shift: Onsite | Day Shift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Responsibilities

Customer Interaction & Support

• Build and maintain strong, trust-based relationships with customers.
• Ensure customer needs are met and service expectations are consistently exceeded.
• Responds promptly and professionally to customer inquiries, requests and initial complaints.
• Demonstrate professionalism and empathy during challenging customer conversations, ensuring positive outcomes and maintaining positive relationships.
  
  

Order Management, ERP & CRM

• Manage end-to-end order processing—from receipt and entry to production tracking and final delivery—using ERP systems to ensure accuracy and efficiency.
• Maintain and update customer records in Dynamics 365 CRM ensuring seamless integration with ERP platforms for order management.
• Partner with internal teams—including Operations, Logistics, Quality, and Sales—to ensure accurate and timely order processing, production, and delivery.
• Support Sales in customer quoting and contracting for Didion products.
• Provide responsive support to the Sales team by facilitating communication, sharing updates, and assisting with customer-specific requests.
• Navigate varying team dynamics and priorities to align customer needs with operational capabilities.
• Initiate the customer complaint (CCR) process and collaborate with relevant departments to ensure timely, effective resolution.
• Act as a liaison across departments to advocate for customer needs and drive continuous service improvement.
• Serve as a backup to the Customer Relations Manager to support team leadership and service continuity.
  
  

Qualifications

• Bachelor’s degree preferred, but not required
• 5+ years of customer service and sales support experience, with a proven ability to build and maintain strong customer relationships.
• Experience in food manufacturing or related industry is a plus.
• Skilled in navigating complex customer situations and making sound, timely decisions.
• Exceptionally organized, detail-oriented, and able to manage multiple priorities in a fast- paced environment
• Strong decision-making and problem-solving skills with a track record of implementing effective solutions independently.
• Excellent communication skills - verbal, written, and digital.
• Proficient in Microsoft Office 365 (Outlook, Excel, Word, and Teams).
• Experience with CRM systems; familiarity with Dynamics 365 preferred.
• Self-motivated, adaptable, with a collaborative mindset and the ability to work both independently and as part of a team.
  
  

Other Details

Customer-facing experience, someone who has excelled in roles focused on building and sustaining long-term relationships, not handling high-volume, transactional contacts like a call center environment.

• Account Representative developing employer and business partnerships
• Someone who excels at managing ongoing customer accounts, understanding needs, and building trust.
• Someone with the demonstrated ability to quickly learn ingredient functionality, manufacturing timelines, specs, COAs, and product attributes and explain these to customers effectively.
  
  

Strong Communication & Persuasion Skills – Candidates Who Have

• Managed sensitive conversations about service offerings, program expectations, and outcomes
• Built and maintained strong customer relationships by proactively managing communication, anticipating needs, and ensuring positive experiences throughout the service cycle.
• Can handle customer issues, schedule changes, quality concerns, and technical inquiries with clarity and professionalism.
  
  

Cross-Functional Coordination — Not Call Center Work

• Their background demonstrates that they are accustomed to working with internal partners like Planning, Production, QA, R&D, and Logistics, exactly what our customer relations role demands.
  
  

Organized, Self-Directed, and Able to Manage Multiple Accounts - Candidates who have managed:

• Multiple customer/employer relationships and numerous individualized customer accounts
• They can successfully juggle order management, scheduling updates, documentation requests, and ongoing relationship support.
• Prioritized tasks independently, meeting deadlines and resolving issues without requiring frequent supervision.
• Anticipated customer needs by monitoring account activity
  
  

Ideal Backgrounds – This Person Has Worked Previously As a

• Customer Relations Specialist
• Sales Support Specialist
• Account Coordinator (B2B/Manufacturing)
• Customer Experience Partner (Manufacturing or Food Ingredients ideal but not required)
• Commercial Operations Support
• Inside Sales Representative (relationship-focused, not call center)
  
  

Ideally, we would like to focus on people with backgrounds in:

• Manufacturing customer service
• Ingredient or food manufacturing sales support
• B2B account coordination
• Logistics or supply chain customer coordination
• Beverage, craft spirits, CPG, or specialty product representation
• Employer engagement / community partnerships
  
  

Account management with onsite or relationship-building requirements

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply