Title:  Customer Service Specialist (For Pooling)

Job ID:  94846
Country:  Philippines
City:  Manila
Professional area:  Supply Chain
Contract type:  Permanent
Professional level:  Experienced

Manila, PH, 00000


We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for the consumers to choose from. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are free to be themselves, and they are given the opportunity to grow, travel and develop, amazing things can happen.

That’s why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, ten years running

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com



Resume box for active pooling only. JTI Recruitment team will reach out to qualified candidates once headcount becomes available.


Department: Accounting and Finance

Location: Taguig, Philippines



The Global Supply Chain & Customer Service Specialist is responsible for handling operations under GBS scope of activities (finished/semi finished/raw materials) to supply to JTI markets including domestic & 3rd Party Partners in collaboration with our internal and external stakeholders: service providers, factories, Markets and Global Logistics, Finance, R&D and any other functional partners as required.


The position supports the Customer Service and Supply Chain processes effectively and efficiently in SAP ECC, IBP, MyJTI 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 factories, suppliers, customers and markets as well as the logistics partners in accordance to JTI policies and procedures. 



1.) Operations Support

  • Coordinate the phase-in and phase-out of the portfolio for designated markets / customers.
  • Maintain the Master Data (customer/material master).
  • Apply the in-place demand change process regarding production requirement changes in order to ensure accurate information is provided to the manufacturing locations.
  • Ensure that correct selling price is reflected in both purchase order and sales order. For any discrepancies, Specialist must coordinate with Market on material pricing maintenance prior urther processing
  • Process Sales and Purchase Orders within SAP ECC/IBP and ensure all parameters are correct and executed in a timely manner in order to ensure accurate order output.
  • Ensure continuous supply and process shipments of commodities minimizing write-offs based on the customer's requirements in collaboration with factories, suppliers, freight forwarders, carriers and warehouses resulting in order fulfilment.
  • Process the shipments in the Transportation Module and use adjacent apllications and platforms as per standard processes and monitor the delivery of the agreed quantity of goods to the final destination timely (E2E process). 
  • Liaise with the forwarders/carriers for transport document establishment.
  • Establish SAP documentation such as order confirmation, proforma invoices, packing list, export invoices (sales invoice), delivery note, issuance of credit and debit memos, authorization request as per Company policies etc.
  • Establish non-SAP documentations such as certificate of origin, freshness certificate as well as ensuring certification and legalisation as per markets or customers requirements etc. in order to ensure that relative documentation is properly issued and provided in time to the recipient for the customs clearance and billing/accounting purposes.
  • Ensure own back up materials is kept up to date, monitor hand over business activities prior planned abscences, handle back up as per agreed scope and in order to manage the business continuity. 
  • React swiftly to any buisness changes: taxation change; regulation, embargo etc. 
  • Analyze business impact, investigate and propose potential solutions and work on resolution / improvement.
  • Support queries/questions from the internal&external auditors.
  • Review and comment J-SOX reports embedded in the Company's O2C, P2P and Inventory  Managment mega processes related to Supply Chain/Customer Service processes, as defined in the J-SOX Controls Framework for JTI to ensure JSOX compliance requirements.
  • Create company service related purchase orders as recorded.
  • Ensure goods receipts (GR) are posted accurately and timely upon confirmation of service. 
  • Support other departments on Vendor's payment by identifying and solving potential issues: billling entity, quantity, currency, cost of service invoiced and others.
  • Collaborate with Finance for any related to Accounts Receivable/Accounts Payable, Credit and Collection and FP&A matters and month/quarter/year end closing. 
  • Check and approve or reject the release of blocked invoice documents from 3rd party/interco suppliers. 
  • Support monthly and quarterly exercise for GR/IR clearing and take corrective action to minimize unbalanced POs.
  • Ensure timely completion of month end closing activities
  • Provide support needed on internal/external audits
  • Analyze business impact, investigate and propose potential solutions and work on resolution / improvement.
  • Manage related communication with appropriate functions/management. 


2.) Other related tasks

  • Manage various tasks and projects as they arise and upon direct supervisor request.



  • Bachelors Degree holder of Supply Chain Management or Engineering or other related course
  • 3-5 years of experience in the area of Supply Chain and Customer Service in a multinational company
  • At least 12 months in a role of GSC&CS Associate
  • SAP Hana experience or other ERP
  • Logistics knowledge
  • MS Office package
  • Fluent in English (written & spoken).
  • Any additionnal language(s) is/are an asset (in particular French or Spanish)



  • Be covered with medical insurance upon hiring, with dependent coverage and medicine allowance
  • Receive cash allowances such as meal and transport allowance
  • Flexible working arrangements
  • Have access to over 200 company training
  • Be part of a truly international and diverse company with over 40,000 employees in 130 countries.
  • Experience the culture of an Investors in People certified company
  • Find out why 9 out of 10 employees recommend us to a friend.
  • Understand why 9 out of 10 employees say they feel free to be themselves

Job Segment: Logistics, Accounts Payable, Accounts Receivable, Supply Chain, Operations, Bilingual, Finance