Customer Support Coordinator

POSITION TITLE:  Customer Support Coordinator

WORK LOCATION:   Philippines

WORK SETUP:  Day Shift

SALARY:  PHP 20K to PHP 25K

KEY ROLES & RESPONSIBILITIES

1. Customer Support & Communication

• Handle basic customer enquiries via email and phone.
• Provide accurate information on order status, delivery timelines, and documentation.
• Escalate complex or sensitive issues appropriately to relevant associates and teams.

2. Order Processing & Administrative Execution

• Creation and processing of quotations, sales orders, and order changes in SAP and CRM systems.
• Assist in validating part numbers and documentation based on established guidelines.
• Ensure order data is entered accurately and in compliance with internal procedures.

3. Internal Coordination & Follow-Up

• Coordinate with Sales, Supply Chain, Finance, and Warehouse teams on routine order and delivery matters.
• Track open orders, shipments, and basic billing issues, escalating exceptions when required.
• Support smooth handoffs between teams to ensure timely customer fulfilment.

4. Data Accuracy & System Discipline

• Maintain accurate customer, order, and enquiry records in CRM and SAP systems.
• Log customer interactions, enquiries, and follow-ups to ensure visibility and continuity.
• Support data alignment and basic reporting needs under supervision.

5. Learning, Development & Process Adherence

• Follow defined processes, service standards, and KPIs consistently.
• Build product knowledge, system proficiency, and commercial understanding over time.
• Participate in continuous improvement initiatives and on-the-job learning opportunities.

EDUCATION, PROFESSIONAL QUALIFICATION, EXPERIENCE & SKILLS

• General Diploma or degree with at least 2 years of relevant customer service working experience.
• Qualification in Mechanical Engineering will be advantage.
• Experience with Quickbook / SAP / ERP systems is an advantage
• Customer oriented with good communication skills and in fluency in English.
• Computer Skills: Proficient in Microsoft 365 business applications (Word, Excel, PowerPoint, Outlook, and Power BI), CRM, SAP B1 and ability to learn business systems and other software platforms as required.

VALUES/SKILLS/KNOWLEDGE

•  Integrity
•  Respect
•  Analytical and Numeracy
•  Problem Solving
•  Time Management
•  Strong communication skills
•  Excellent in written and spoken English

CORE COMPETENCIES REQUIRED

CUSTOMER FOCUS

•  Identifying and Anticipating Customer Needs: Asks the right questions and listens directly to customers to gain an understanding of their needs; accurately identifies and defines customers’needs or issues.
• Customer Care/Service: Responds to standard requests from customers; performs necessary dutiesconsistently and reliably to meet customer expectations.
• Following Customer Service Trends: Keeps current on best practices and trends in customer serviceand customer care, is compliant with internal best practices and standards.

INTERPERSONAL SKILLS

• Addressing Others’ Concerns: Understands the work-related and personal needs of co-workers and responds with concern and empathy.
• Demonstrating Empathy: Recognizes others’ emotions and non-verbal behaviour and responds with understanding, sincerity, and support.
• Considering Implications for Others: Helps others to draw out the implications of their actions an decisions on others.

ORAL COMMUNICATION

• Speaking: Delivers clear, articulate, and concise messages.
• Modifying Communication to the Situation: Addresses misunderstandings or issues requirin clarification when speaking to others by restating information in a different manner.

COLLABORATION AND TEAMWORK

• Delivering Information and Assistance: Willingly and openly shares information with others in a timely manner; readily offers support for others whenever possible.
• Building / Maintaining Relationships and Fostering Cooperation: Builds relationships with colleagues and works cooperatively with others in alignment with team objectives

QUALITY

• Reliably performs job responsibilities in a competent manner; takes pride in work and coworkers; performs work with a good attitude; takes personal accountability for actions and results; consistently delivers results that exceed customer expectations

INNOVATION & CONTINUOUS IMPROVEMENT

• Resourceful and creative in meeting new problems and situations; modifies approach when faced with new challenges; seeks ways to improve the way work is accomplished; adapts well to new ways of working.
• Identifies areas of improvement in work processes and follows through with these suggestions whenaccepted