Frances Katrina P.
Las PinasPhilippines
Rising Talent

Customer Service and B2B Order Shipping Support

20 years of over-all experience with Customer Support. -Daily releasing of POs to the vendors for fulfillment -Manual Order Entry -Liaise with vendors on replenishment and Ship Direct POs status -Liaise with stores on inquiries and statuses for Ship Direct POs -Process daily EDI transmissions -Daily processing of drop-ship invoices for all vendors • Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques. • Monitor and take action on the timecard, personnel, and payroll issues. • Conduct performance appraisals annually. • Review compliance documents as required. • Responsible for staffing and hiring. • Maintain current employee records on direct reports. • Review statistics on a daily basis and provide constructive feedback. • Provide Subject Matter Expertise. • Ensure the training needs of subordinates are met. • Modify Operations as needed to meet service-level agreements under the supervision of the Operations Manager. • Successfully complete all client-related training. • Resolve escalated customer issues. • Hold team meetings on a regular basis with direct reports. • Communicate all process and client changes to direct reports within specific timelines • Promote the use of all center communication tools. • Responsible for the day-to-day functional supervision of non-exempt work groups, including work assignment and attendance monitoring; providing input into selecting, training, developing and completing performance appraisal of workgroup(s) in accordance with the organization’s policies and applicable legal requirements

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Skills

  • Email Support
  • Order Tracking
  • Quality Control
  • Email Etiquette
  • Order Management
  • Order Fulfillment