Customer Experience Specialist

Job Description

Customer Experience Specialist | Cargill

The Tone:
This is a full-time role at Cargill, located in BGC, Philippines, with a hybrid working schedule. Cargill is a global company focused on agricultural and food products, with a complex supply chain. This role is crucial for administering routine customer-facing order management activities, ensuring an increased level of transparency, communication, and responsiveness with our customers. You will contribute to the smooth execution of established customer service activities for basic and middle service level customers.

The TL;DR
• Role: Full Time
• Type: Hybrid – BGC, Philippines
• Mission: Administer routine customer-facing order management activities to enhance transparency, communication, and responsiveness for basic and middle service level customers.
• Tech Stack: SAP, Service Cloud

What You’ll Actually Do
• Manage Orders: Receive and process straightforward customer orders across multiple platforms following standard procedures.
• Process Changes: Receive and process low complexity change requests following defined policies and procedures.
• Communicate Status: Explain basic information and inform customers about order status, invoices, contract balances, and other details needed to complete an order.
• Handle Documentation: Ensure required standard document requests and some ad hoc requests from customers are fulfilled, and confirm final shipping and quality documentation and specifications.
• Improve Processes & Escalate: Proactively identify risks and opportunities to improve order management processes, while escalating undocumented or complex issues to appropriate higher-level staff.

The Must-Haves
• Background: Bachelor’s degree in a related field or equivalent experience, demonstrating a basic understanding of customer service practices and procedures.
• Experience: 2-3 years relevant experience in supply chain for a manufacturing or 3PL company, specifically handling order management.
• Skills: Good communication abilities, capable of cross-functional collaboration, and professional working proficiency in English.
• Bonus: Familiarity with SAP and Service Cloud systems would be an advantage.