CSOM Assistant

Job Description

Job Description

JOB SUMMARY

Responsible for receiving customer orders, generating picklist and effectively and efficiently communicating with production, warehouse, and customers to ensure that all orders are delivered.

ESSENTIAL FUNCTIONS

• Process and manage store inquiries on order status, feedback and complaints, according to prescribed standards and procedures and collaborates with concerned units for resolution, using Feedback Management System (FMS).
• Analyze order status, feedback and complaints, and identifies possible causes of these and provides feedback to stores.
• Anticipate potential impact of scenarios to store related to order and delivery.
• Create procedures and guidelines to improve customer servicing to the stores.
• Recommend possible system and process improvements relating to order and delivery.
• Encode/process all incoming orders in the system and prepare picklist and ensure that the orders are fulfilled.
• Respond to customer calls and emails and address inquiries about their orders.
• Handle customer complaints and concerns and escalate these to higher management as necessary.
• Investigate together with Inventory Control Assistant items not received by customer/s, monitor or follow-up with the customer and address the issue until it gets resolved.
• Check and review if all items are correctly allocated and prepare Sales Invoices based on the materials and finished goods allocated.
• Review or reconcile system vs. orders processed or not processed.
• Generate monthly sales reports and month-end report such as Delivery in Full, On Time, All Invoiced (DIFOTAI), customer survey, etc.
• Act as liaison of Warehouse/Logistics to communicate with customers on concerns and issues.
• Follow model and influence others to strictly comply to all company policies, workplace safety standards, food safety, supplies and inventory management, First In-First Out (FIFO), proper storage, Good Manufacturing Practices (GMP), Hazard Analysis and Critical Control Points (HACCP), Good Housekeeping Practices or 5S, Clean As You Go (CAYGo), Cleanliness and Sanitation, Allergen, etc. 

NON-ESSENTIAL FUNCTIONS

• Prepare periodic status/management reports and other reports that maybe required by management related to customer service and order management.
• Attend required training or certification programs necessary for the satisfactory performance of all assigned responsibilities and achievement of unit’s goals.
• Initiate coordination and communication with team members and management team to support achievement of all goals and objectives.
• Perform other job/task or production related assignments as assigned by immediate supervisor in order to develop one’s self and/or share one’s expertise resulting to support work efficiencies & productivity.
• Perform administrative duties as necessary (i.e.  making copies, printing, filing, etc.).
• May be assigned a project related to area of accountability.