Customer Service Representative - WAH

WAH- Customer Service Representative (CPG)

Salary: $6-$8 per hour
Open to all Filipino based in the Philippines

We are seeking a Customer Service Representative to join our growing CPG brand. You will be responsible for managing the end-to-end customer journey, ensuring our products reach consumers and retail partners seamlessly. This role requires a blend of empathetic communication, meticulous order management, and a deep understanding of our product's physical lifecycle—from the shelf to the doorstep.

Responsibilities

• Omnichannel Support: Be the primary point of contact for consumers via email, phone, and social media, maintaining a consistent brand voice across all platforms.
• Wholesale & Retail Support: Coordinate with retail partners and distributors to process Purchase Orders (POs) and resolve EDI (Electronic Data Interchange) discrepancies.
• Supply Chain Liaison: Work closely with the operations and 3PL (Third-Party Logistics) teams to track shipments, manage out-of-stock (OOS) communications, and handle logistics claims (damages/shortages).
• Product Advocacy: Educate customers on product ingredients, sourcing, sustainability certifications, and usage instructions to drive brand loyalty.
• Subscription Management: Manage and retain recurring D2C customers by resolving billing issues and assisting with subscription modifications (e.g., Shopify/Recharge).
• Quality Control Reporting: Identify and report recurring product quality issues or packaging defects to the Production team for continuous improvement.
• Reviews & Community: Monitor and respond to product reviews on our website and third-party marketplaces (like Amazon or Target.com).

Requirements

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• Experience: 1–3 years in a customer-facing role, preferably within the CPG, Beauty, Food & Beverage, or E-commerce industries.
• Software Proficiency: * Experience with Gorgias, Zendesk, or Salesforce.
  • Familiarity with E-commerce platforms like Shopify.
  • Basic understanding of ERP/OMS systems (e.g., NetSuite, Skubana).
• CPG Knowledge: Familiarity with shipping terms (FOB, LTL, Parcel) and the nuances of physical product returns.
• Communication: Ability to distill complex shipping or ingredient information into friendly, easy-to-understand language.
• Adaptability: Comfortable in a high-growth environment where inventory levels and promotional cycles change rapidly.

Key Performance Indicators (KPIs)

• CSAT (Customer Satisfaction Score): Maintaining a high rating through helpful, brand-aligned responses.
• First Response Time (FRT): Ensuring inquiries are acknowledged within 2–4 business hours.
• Ticket-to-Resolution Rate: Efficiently closing loops on logistics and billing issues.