Customer Support Coordinator

POSITION TITLE: Customer Support Coordinator

WORK LOCATION: Alabang

WORK SETUP: On-site; Dayshift

SALARY: PHP 20k - 25k

QUALIFICATIONS:

• +2 years relevant Customer Service Experience 
• General diploma or degree; qualification in Mechanical Engineering is an advantage
• Experience with QuickBooks / 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.
• Strong English communication skills
• Has customer-facing experience

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.