Title:  Customer Service Specialist

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Reporting to: Global Supply Chain and Customer Service - Center Process Manager

Duty Post: Taguig City, Philippines

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

Customer Service Specialist

The Customer Service Specialist is a key member of the O2C Finance pillar at GBS Manila, responsible for ensuring efficient ticket resolution, including daily and month-end deliverables. This role involves collaborating on issue resolution through root cause analysis and corrective actions, supporting SAP testing, performing J-SOX controls as needed, and contributing to the stabilization, simplification, and improvement of processes.

As the Customer Service Specialist in the are of Order to Cash - Global Supply Chain & Customer Service, you will:

1.) Process Customer Service Transactions

• Includes daily and month-end deliverables. Track and handle Customer/SCM  inquiries. 

2.) Enforce Control and Compliance

• Ensure compliance with Global Operating Guidelines, Corporate and GBS policies, and procedures by adhering to internal guidelines and supporting entity adherence.
• Implement and document J-SOX controls as assigned, ensuring timely and full compliance to meet internal and external audit standards.

3.) Participate in Analytical, Reporting and Process Improvement

• Prepare accurate and timely routine and ad hoc reports as needed.
• Continuously review processes and monitor performance metrics to identify and discuss potential improvement opportunities with the Team Lead.

4.) Support the team, other process teams and projects

• Assist the Team Lead in achieving team objectives and fostering collaboration during document processing and issue resolution.
• Support cross-functional activities, projects, and initiatives within GBS and Corporate as needed.

5.) Provide Support to Entities

• Commit to service excellence by being customer-focused, ensuring timely communication, and resolving queries effectively.
• Support entities by understanding their business needs and providing expert advice on customer service matters.

Requirements:

• Bachelor’s degree in Finance, Business Administration, or a related field is required. Equivalent experience will also be considered
• 2 to 3 years of proven experience
• Strong analytical skills
• Outstanding written and oral communication skills
• Solid understanding of Microsoft Excel
• SAP HANA experience
• Advanced logistics knowledge such as inventory management, transport, warehousing, insurance, legalization, export documents management
• High level of accuracy and attention to detail
• Have a sense of urgency
• Proactive in identifying process improvement opportunities 
• Ability to work under pressure and tight deadlines 
• Excellent social skills 
• Ability to communicate effectively with internal and external customers
• Willingness to take charge/responsibility/ownership
• Desire to seek for learning and self-improvement opportunities

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.