Customer Service Specialist (Mass)
WFA Digital Insight
The demand for skilled customer service specialists has seen a significant surge in recent years, with a reported 25% increase in job postings for remote customer service roles in the Philippines. As companies continue to expand their digital presence, the need for professionals who can manage customer interactions and resolve issues efficiently has become crucial. In this context, the role of a Customer Service Specialist at name stands out, given the company's focus on delivering exceptional service levels and its commitment to protecting customer relationships. With the right digital skills and experience, candidates can thrive in this position and contribute to the company's success. Before applying, it's essential for candidates to understand the importance of proactive communication, order risk management, and compliance with retailer requirements.
Job Description
About the Role
The Customer Service Specialist role at name is a critical component of the company's customer operations team, responsible for managing the end-to-end execution of customer order management for key national accounts, including Target and Walmart. This involves ensuring accurate and timely processing of purchase orders, proactive communication on order risks, and best-in-class service levels across all retail partners. The role requires strong digital skills, including the ability to navigate internal systems and communicate effectively with customers and internal stakeholders.As a key member of the customer operations team, the Customer Service Specialist will work closely with the Supply Chain, Planning, and Sales teams to mitigate risks and improve outcomes. This role is ideal for individuals who are highly organized, have strong attention to detail, and can manage multiple priorities in a fast-paced environment.
The customer service landscape is rapidly evolving, with companies expecting a seamless and personalized experience across all touchpoints. In this context, the role of a Customer Service Specialist is not just about resolving issues but also about providing proactive support and building strong relationships with customers.
What You Will Do
- Own the full lifecycle of retail purchase orders from receipt through fulfillment
- Review, validate, and enter POs into internal systems (EDI/manual)
- Confirm order quantities, pricing, ship windows, and routing requirements
- Ensure alignment with inventory availability and production schedules
- Proactively identify risks to fill rate, including inventory shortages or production delays
- Communicate cuts, delays, and push-outs to customers in a timely and professional manner
- Partner with Supply Chain and Planning to mitigate risks and improve outcomes
- Track and manage all open order issues through resolution
- Serve as primary point of contact for assigned Mass accounts (Target, Walmart)
- Respond to all customer inquiries within defined SLA (same-day response expected)
- Maintain clear, concise, and professional communication at all times
- Provide proactive updates on order status, delays, and issue resolution
What We Are Looking For
- 3+ years of experience in customer service, order management, or supply chain (CPG preferred)
- Direct experience with Target and/or Walmart highly preferred
- Strong understanding of EDI, retail compliance, and routing requirements
- Exceptional written and verbal English communication skills
- Highly organized with strong attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Strong analytical and problem-solving skills
- Experience with internal systems and software applications
Nice to Have
- Experience with data analysis and reporting
- Knowledge of inventory management and production planning
- Certification in customer service or a related field
- Experience working in a remote or distributed team environment
Benefits and Perks
- Food Allowance
- Government Benefits
- 13th Month pay
- Work Equipment
- Night Differential if applicable (10% of hourly rate)
- 20 Leaves (after 6 months)
- Holiday pay (200% on Regular holidays; 130% on Special holidays)
- Overtime pay (max of 10.25 hrs/day)
- Referral bonus (P10,000 if referral passed and stayed with the company for 3 months)
- HMO (after 6 months)
How to Stand Out
- Familiarize yourself with the company's products and services to provide better support to customers
- Develop a strong understanding of EDI, retail compliance, and routing requirements to effectively manage orders
- Practice proactive communication skills to resolve issues efficiently and build strong relationships with customers
- Highlight your experience with internal systems and software applications in your application and during interviews
- Be prepared to provide specific examples of how you have managed multiple priorities in a fast-paced environment
- Research the company culture and values to understand their expectations and show your enthusiasm for the role
- Prepare questions to ask during the interview, such as what a typical day looks like in the role or how the company approaches professional development
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