Customer Service Executive

Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide. Wherever you join our crucial 47,000-strong Operations team, you’ll have the opportunity to make an impact. PMI’s shift from selling cigarettes to our new smoke-free products has changed the way we work. New products bring new challenges – in the way we source and buy raw materials, in the way we engineer and manufacture, and in our supply chain planning. Manufacturing team’s Zero Loss Journey is hinged on this vision as we strive to achieve sustainable performance. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. Bring us your curiosity and a desire to challenge the everyday and we’ll give you lots of responsibility. You’ll help us improve, inject innovation and create new ways of working. You’ll be solving supply chain problems that span the whole world: a smoke-free world. Your ‘day to day’ You will manage the customer order process cycle of Key Accounts and EZD from demand to final delivery and invoicing, in order to appropriately respond to market / customer needs while maintaining compliance to internal control procedures. You will lead and initiate Customer Service Group productivity initiatives and process & systems improvement projects. You will provide overall governance on budget monitoring. Your responsibilities include: ORDER TO CASH PROCESS 1. Collaborate with Key Account Executives and EZD Manager to ensure that customer requirements are served with the quality finished goods in the right quantity and at the right time through implementation of standard Sales Operating Procedures and adherence to all financial, logistics and sales policies. 2. Identify and analyse if orders are blocked and as needed, prepares Credit Override Notice and routes approval. 3. Review and approve Free Goods Withdrawal, Invoice Cancellations and Credit Memo Workflows in compliance with QESH and IC Requirements. 4. Coordinate with Allocation Planning and Key Accounts and makes recommendations on new product launches timing, product transition strategy and depletion plan. SYSTEMS IMPROVEMENT & REPORTING 1. Contribute to further developments/enhancements of SAP and KA Process, through continual evaluation of the processes in-place by recommending changes, which will improve these systems for both PMI's and the customer's benefit. 2. Execute reporting systems and recommend improvements as deemed appropriate, such that relevant data/information is captured accurately and effectively in cooperation with Sales Information and Sales Planning to provide quality and timely information required for management action and business planning. 3. Consolidate available data and provide insightful reports and KPI trackers, to Key Account and EZD customers PROCESS CONTROLS AND COMPLIANCE 1. Provide accurate and timely assessment of controls for Sarbanes-Oxley (SOX) for O2C Process. Example - Controls and checks during Month-end Period related to Timely Revenue Recognition during Sales Cut-off and review of Open Sales order and Delivery Notes are performed. 2. Review relevant risks and controls during Controls Self-Assessment for O2C and M2I. Leads walkthrough process, indetifies key attributes and key points to inspect, performs sampling, test design and performance of control and submits the result and recommendation to Internal Control on a timely manner. 3. Regularly updates QESH Document based on required review date or if there is a need to revise the process in compliance with CSA and SOX. E-ORDERING 1. Collaborate with WHEX and Sales Manager to ensure that customer requirements are served in the right quantity and at the right time through implementation of e-ordering standard operating procedures and adherence to all financial, logistics and sales policies. 2. Generate reports related to cancelled orders, delivery rejections, Creation of new Sales Order, unserved accounts and other related KPI's in e-ordering. Conduct Monthly business review with Sales Team on e-ordering performance metrics and prepares action plans for resolution of issues identified. Who we’re looking for You have a college degree with a strong background in customer care and service, has lead a project or process improvement and/or development programs in relation to delivering excellent customer service/care experience, and has experience in leading a team. Minimum of 3 years of experience in Distribution related work. Consumer electronic exposure is an advantage. You must be amenable to be assigned in BGC, Taguig City. What we offer Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can: • Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. • Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong. • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. • Take pride in delivering our promise to society: to improve the lives of a billion smokers.