Makati - Client Services Manager

Remuneration: 80,000 PHP Monthly basic salary with HMO for yourself and one dependent from day 1.

Location: This is a 100% Remote or work-from-home (WFH) role, offering you the flexibility to work from the comfort of your home. However, you must reside within Greater Metro Manila to attend the team Christmas party and other social events.

Working hours: 7am to 4pm PHT (Manila, Philippines time)

Client Overview:

Their mission is to offer best-in-class products alongside exceptional technical support and customer service, ensuring optimal solutions for their clients' unique needs.

The Nature of the Role:

The Customer Success Manager supports essential customer service, logistics, and administrative functions for our Australian distribution company. Based in the Philippines, this full-time role ensures exceptional customer experiences, manages third-party logistics providers, oversees warehouse operations across Australia, coordinates transportation, processes service provider invoices and beyond.

Customer Service:

• Customer Interaction: Manage inquiries via phone, email, and online platforms; build strong customer relationships.
• Issue Resolution: Address customer complaints; implement improvements based on feedback.
• Sales Order Management: Process sales orders in Unleashed; verify pricing, stock, and delivery details.
• Customer Feedback: Monitor satisfaction levels; prepare service metrics reports.
• Customer Forecasting: Contact customers for sales forecasts; analyse trends; collaborate with demand planning.

Third-Party Logistics Management:

• Warehouse Coordination: Oversee warehouse providers in multiple Australian cities; ensure efficient operations.
• Transport Management: Coordinate product movement to customers; manage local transport services.
• International Freight: Oversee airfreight imports; coordinate with freight forwarders and suppliers.
• Invoice Processing: Process service provider invoices; verify costs aligns with agreements.
• Performance Metrics: Create and maintain service provider metrics; analyse performance and report findings.

Administrative Tasks:

• Pricing Maintenance: Update customer pricing; ensure accuracy across platforms.
• Platform Upkeep: Manage the inventory management system (Unleashed) and troubleshoot issues.
• Other Tasks. Complete other administrative tasks as required by the business.

Skills and Experience Required:

• Exceptional business grade English verbal and written skills. You must be able to communicate at pace with native English speakers from Australia and New Zealand.
• You must be personable and have strong interpersonal skills (be able to build strong relationships with customers easily).
• A minimum of five years’ experience in Customer Success role for a Business to Business (B2B) organisation.
• Have experience with servicing high ticket item customer accounts worth at least $100,000 USD p.a. Please note, this is not an account management or sales role but a service role only.
• You must be able to demonstrate your Intermediate MS Excel skills by completing a live assessment.
• Amazing attention to detail.
• You must be highly organised and have excellent time management.
• Strong analytical and problem-solving skills.
• Ability to work independently and collaboratively in a remote environment.
• Proficient in Microsoft 365 and can learn new technologies.
• Experience working for an international distribution or importing company is ideal but not necessary.
• Experience of international and local freight processes is ideal but not necessary.