Customer Service Expert

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This job posting will remain open until the vacancy is filled.

Department: Order to Cash

Location: Taguig City, Philippines

Reports to: Global Supply Chain & Customer Service - CPM

Work Group Level: WG4

Employment/Contract Type: Permanent

Number of Openings: 1

Customer Service Expert

The incumbent is responsible for handling operations under GBS scope of activities to supply to 3rd Party Partners in collaboration with our internal and external stakeholders: service providers, factories, Markets and Logistics, Finance, R&D and any other functional partners as required.. The Customer Service Expert's operational workload may be reduced for the sake of the continuous improvement activities in a size needed by a particular business need. The role supports the Customer Service and Supply Chain processes effectively and efficiently in SAP ECC, IBP and Transportation Modules and other to provide high quality operational support to the dedicated Markets & Customers ensuring an on-time, in full delivery, billing of all the products. This position acts as a link between the warehouse, customers and markets as well as the logistics partners in accordance to JTI policies and procedures. The incumbent acts as planned or ad hoc Team Lead's back up looking after team work coordination and proper allocation of priorities. The role also participates in and takes ownership of projects on local and global level in order to generate a positive performance change. The Customer Service Expert is able to look critically at the process across the team to spot operational opportunities to generate lead time savings.

What will you do?

1.) Operational Tasks

• Processing of Customer Service transactions, includes daily and month-end deliverables. Track and manage Customer/SCM inquiries.

2.) Control and Compliance

• Compliance to policies & procedures: Ensure compliance to Global Operating Guidelines, policies and procedures. This is achieved by adhering to Corporate policies and procedures, GBS procedures and internal guidelines; and also ensuring that Entities adhere to Corporate and GBS policies and procedures.
• JSOX: Responsible for executing and evidencing any JSOX controls where the Customer Service Expert is identified as the control owner in the JSOX GRM, ensuring compliance to these controls, and they are performed timely and in full compliance with JSOX GRM to meet internal/external audit standards.

3.) Analytical, Reporting and Process Improvement

• Analytical and Reporting: Responsible to prepare routine reports and analysis that are high quality, accurate and timely. To prepare additional reports at the request of the Team Lead, where required.
• Process improvements: Continuously review current processes and also monitor performance based on KPI/performance metrics being reported on monthly basis in order to identify and discuss with Team Lead on the potential areas for improvements.

4.) Support to Team, Other Process Teams and Projects

• To provide assistance and support to the Team Lead to ensure that the objectives and targets of the team are met. To support the team so as to achieve high level of collaboration during document processing and resolving Customer Service related issues. Where required, to participate and provide support in cross functional activities within the GBS, Corporate and GBS projects and initiatives.

5.) Support to Entities

• Demonstrate commitment to achieve service excellence and be customer focused; and ensure timely communication and resolution of queries/issues. Provide good support to Entities by developing knowledge of the entity's business and operational needs and provide expert advise/solution on Customer Service related matters.

6.) Other Tasks

• Assist with various tasks and projects as they arise and upon manager’s request

Who are we looking for?

• University 4 years graduate of Supply Chain Management or Engineering or other related course
• Demonstrated ability in the area of Supply Chain and Customer Service in a multinational company; at least 12 months in a role of GSC&CS Senior Specialist
• Fluent in English (written & spoken). Any additional language(s) is/are an asset (in particular French or Spanish)
• Advanced SAP Hana experience or other ERP
• Logistics knowledge
• MS Office package

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with TA > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Talent Advisor know during the selection process.