Customer Operations and Systems Officer  

The role:

The Customer Operations and Systems Officer will lead a team that will provide support to existing HOPE Customers from order until payment as well as administrative system support on Oracle-NetSuite. Customer Operations Officer drives proactive communications both to internal and external customers, value-adding interactions and effective issue resolution, providing best possible customer experience in the most efficient manner.

• Order Management
  • Receives and verifies the accuracy of customer orders and enters the orders in the system upon receipt.
  • Proactively liaise with cross functional group (sales, supply chain, plant, logistics, quality, etc.) to ensure that orders will be delivered in a timely manner.
  • Ensure orders are being invoiced on time by monitoring dispatches in the warehouse and sailing schedules for island deliveries and/or exports.
  • Monitor and reports inventory and unprocessed orders to highlight risk and service failures to supply chain team; manage Sales and Customer expectations on supply.
• Credit Management
  • Respond to credit status inquiries of internal and external customers
• Dispute Management
  • Facilitate the timely identification and resolution of Customer’s Claims and Deductions
  • Own the end to end Disputes process for quantity, pricing, tax and master data disputes.
• General inquiries
  • Receive request for information or quotation from potential new customers and connect them to the appropriate contact within HOPE.
• Feedback and Issues Resolution
  • Assists in root cause analysis and problem solving for supply chain or customer service complaints.
  • Manage Customer complaints feedback and compliments.
• Accounts Receivable and Collection
  • Prepares and disseminates monthly AR report.
  • Coordinates with accounting team on AR, collection reports, and other related processes.
  • Follows up collection and overdue accounts to the customer to ensure effective collection.
• Systems Administration and Support
  • Act as first level support for system interface errors
  • Assist internal teams in any NetSuite customization requirements
  • Liaise with NetSuite and assist HOPE account owners for any concerns
• Process and Administrative Work
  • Coordinate with logistics team all invoices upon delivery, POD process, and returns concerns which will all have an effect in accounts receivable.
  • Effectively manage documents according to our accounting records retention policy, SOP, and other mandatory requirements.
  • Consolidate and prepare all documents/attachments necessary to collect payment.
  • Assist or work with cross-functional teams in providing/developing business processes and incorporating them into customer operations standard procedures.
  • Participates in various Order to Cash Continuous Improvement initiatives.

What do we do?

GenerationHope is a new type of business that is sustainably contributing to the social advancement of the Philippines. Our flagship product, “Hope in a Bottle” (HIB), a purified bottled water, is the first Philippine brand to donate 100% of its profit to the building of public school classrooms across the country.

Launched in 2012, our mission is simple, to allow Filipinos to choose another way – to vote with their peso about what was important to them. As Hope looks towards the future, we are expanding our portfolio to create and invest in products that increase our impact and provide greater opportunities for all Filipinos to prosper.

Who are we looking for?

We are looking for highly motivated, entrepreneurial and energetic individual who will be leading this team. He/She must be creative and analytical problem solvers with an obsession for providing excellent customer service.

• Graduate of Industrial Engineering or Business Management or other similar programs
• Must have at least 6 months to 1 year of work experience in an Order Management or Shared Services or Customer Service teams preferrably in the FMCG industry
• Has grasp of ERP systems or information systems such as NetSuite
• Excellent communication and comprehension skills; Ability to communicate correctly and clearly with all customers clearly and understand the issues customers present
• Effective problem-solving skills including decision making, time management and immediate prioritization of tasks as assigned
• Strong Customer Service orientation - demonstrates conflict resolution, negotiation, and de-escalation skills. Takes ownership to resolve challenging customer issues, escalating whenever necessary.
• Amenable to work in Makati City