Order Fulfillment Associate

E&L Faster Food Imports, Inc. is an importer and distributor of frozen food in the Philippines. Serving wet markets, independent and large food business owners consistently with a wide range of quality and affordable products, it is already one of the fastest-growing food companies in the country, after only 14 years in the business.

The Company continuously innovates and modernizes its internal operations to deliver simple and efficient processing of orders, as well as forges relationships with suppliers around the world to ensure continuous availability of safe and quality products for the end-consumer.

To make all these possible, E&L prioritizes the wellness, safety, and productivity of its employees.

With its employees, suppliers, customers and consumers, E&L Faster Food Imports Inc. wakes up each day to do good with food.

The Role

As an Order Fulfillment-Customer Service Associate on the Supply Chain Operations Team, you will be responsible for providing support to the order fulfillment team, working alongside the logistics team. This involves assisting in the timely and accurately ordering processes from warehouses to sales while providing exceptional service and support and addressing inquiries and concerns that may arise.

Responsibilities

• Receives and reviews confirmed and accurate sales orders after clearance from Accounting and Credit and Collections Team.
• Identifies and validates inventory availability based on MD365 data vs. actual stock on hand and collaborates with the Warehouse Operations to ensure that the products are available for packing and shipment.
• Endorses orders to logistics team for preparation, planning and documentation of shipment delivery and customer pick-up.
• Coordinates orders for customer pick-up to Warehouse Operation - Yard Management Team for dock scheduling.
• Communicates order status updates frequently to Sales, Warehouse Operations, and other relevant department through official company channels.
• Assists in investigating and resolving customer complaints or concerns, escalating complex issues to the appropriate personnel when necessary.
• Coordinates reverse logistics operations for customer returns as advised by Inventory/Quality Assurance and Sales Team.
• Documents reasons for order cancellations, and other customer interactions, transactions, inquiries, and other pertinent data using the designed systems and tools.
• Assists in tracking order fulfillment metrics and KPIs such as order cycle time, order accuracy, and customer satisfaction.
• Supports process improvements in enhancing customer satisfaction and operational efficiency.
• Contributes to team goals and participate in training programs or workshops to enhance skills and knowledge.
• Undertakes special assignments or tasks related to order fulfillment as assigned by the management.
• Performs other duties and responsibilities that maybe assigned as needed.
• Complies with the Company’s Quality Management System
  
  

Ideal Profile

Qualifications

• Bachelor’s degree of any course, preferably related to supply chain management.
• Minimum of 1-year experience in customer service, order fulfillment, warehouse operations, or any related field.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Proficient in using inventory management systems, ERP and other systems.
• Excellent communication skills, with the ability to collaborate effectively with cross-functional teams.
• Detail-oriented with strong organizational and multitasking skills to manage multiple customer inquiries and orders simultaneously.
• Strong work ethic and commitment to providing exceptional customer service.
• Willing to work on a flexible schedule set-up.
• Familiarity with supply chain processes, logistics, and inventory management is a plus.
• Proficient in using Microsoft Office Suite, particularly Excel for data analysis.
  
  

What's on Offer?

• Best in class multi-disciplinary career growth opportunities
• Challenging and supportive work environment
• Strong Advocate of continuous learning