Customer Service Specialist

Discover your 100% YOU with MicroSourcing!

Position: Customer Service Specialist

Work setup: Onsite | DayShift

Location: Cyberscape, Ortigas

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role

Role Overview

The Customer Service Specialist owns the daily customer service and order-management workflow from 8:00 am to 5:00 pm Sydney time. The role is the operational link between customers, Sales, the Sydney and Brisbane warehouses, local and international Supply Chain, Finance and logistics partners.

The specialist will receive supervised exposure to real customer, order and stakeholder workflows from the first day and is expected to become fully operational by the end of a three-week (15-business-day) accelerated onboarding plan. After final sign-off, the specialist will manage assigned work independently, exercise sound judgement within approved processes, escalate material exceptions promptly, and contribute actively to customer retention, portfolio growth and continuous service improvement.

Key Responsibilities

Customer Communication and Ownership

• Manage inbound and outbound calls, emails and service enquiries with outstanding professional English.
• Provide accurate, proactive updates and retain ownership of each request until it is resolved or formally handed over.
  
  

Order Capture and Validation

• Enter and manage B2B food and beverage orders received by phone, email and online or marketplace channels, including FoodByUs and DynamicWeb, in Microsoft Dynamics 365 Business Central.
• Validate the customer, product code, unit of measure, quantity, price, discount, stock availability, delivery details, fees, notes and order cut-off requirements before release.
  
  

Order Lifecycle Management

• Monitor orders from receipt through picking, dispatch and delivery.
• Manage amendments, backorders, allocations, substitutions and delivery changes.
• Prevent duplicate transactions and ensure customer commitments and internal actions remain aligned.
  
  

Customer Onboarding and Data Integrity

• Collect and validate new-customer information.
• Support the creation and maintenance of Business Central customer records.
• Complete required buyer or platform mappings within agreed lead times.
• Keep customer, delivery and contact data complete and accurate.
  
  

Sales Collaboration and Account Support

• Communicate directly with the Sales Team regarding pricing, quotations, promotions, account priorities, product opportunities and customer commitments.
• Progress agreed actions promptly and minimise unnecessary hand-offs.
  
  

Customer Portfolio Development

• Make proactive outbound contact to understand customer needs.
• Follow up previous enquiries, reactivate dormant or underdeveloped accounts, and identify appropriate upselling and cross-selling opportunities.
• Promote relevant new products, complementary items and approved alternatives.
• Record opportunities and outcomes for follow-up.
  
  

Warehouse and Logistics Coordination

• Work directly with the Sydney and Brisbane warehouse teams and relevant logistics partners on stock checks, picking and dispatch priorities, shortages, damages, returns and delivery exceptions.
• Provide clear, accurate and actionable information to support timely fulfilment.
  
  

Supply Chain Coordination

• Liaise confidently with local and international Supply Chain stakeholders regarding availability, inbound stock, estimated arrival dates and replacement options.
• Translate operational updates into practical solutions and realistic commitments for customers and Sales.
  
  

Issue, Complaint and Claim Resolution

• Investigate shortages, picking errors, late deliveries, damaged goods, invoice discrepancies, returns and product concerns.
• Coordinate the required action with Sales, Warehouse, Supply Chain and Finance.
• Document the outcome and close the communication loop with the customer.
  
  

Prioritisation, Escalation and Follow-Through

• Triage incoming work according to urgency and customer impact.
• Escalate material financial, supply, service or reputational risks promptly while continuing to coordinate the case through to completion.
  
  

Reporting and Continuous Improvement

• Maintain clear activity, case and handover records.
• Monitor open actions.
• Identify recurring service, data or process issues.
• Contribute practical ideas that improve accuracy, responsiveness, customer experience and departmental capability.
  
  

Independent Delivery

• By the end of the three-week onboarding plan and after final sign-off, plan and complete the assigned daily workload with minimal day-to-day supervision.
• Follow procedures and approval limits, use sound judgement, communicate early when support is required, and remain accountable for quality, deadlines and confidentiality.
• Coaching, assistance and escalation support will remain available, but ownership of routine assigned work is expected to sit with the specialist.
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit MicroSourcing

Terms & conditions apply

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