Customer Service Representative

Job Purpose

We are seeking a highly proactive and detail-oriented Client Relations Manager (CRM) based in the Philippines to serve as the primary point ofcontact for our key B2B clients. In this role, you will bridge the gap between clients and our internal/overseas R&D, design, and manufacturing teams.The ideal candidate rapidly grasps client intents, anticipates potential project delays, provides clear and prompt feedback, and drives cosmeticproduct development projects seamlessly from sample creation to mass production.

Key Responsibilities

• Client Liaison & Communication Management
  
  

Serve as the main and dedicated liaison for local Philippine B2B clients, conducting fast-paced and effective communication via meetings, email, andmessaging channels (e.g., WhatsApp). Rapidly comprehend and synthesize client needs — including complex technical requests regardingformulations, ingredients, and packaging specs — to prevent misunderstandings.

• Cross-Team & Overseas Coordination
  
  

Accurately translate and communicate client feedback to internal R&D, graphic design, and overseas manufacturing partners (e.g., KoreaR&D/factories) without losing context or details. Actively track responses from technical teams and ensure answers provided to clients are accurate,consistent, and fully address their concerns.

• Project Timeline & Risk Management
  
  

Closely monitor and manage end-to-end project timelines — including sample creation, packaging color matching, INCI list generation, stabilitytesting, and delivery schedules. Proactively identify bottlenecks or schedule adjustments, providing preemptive status updates and solution-orientedalternatives to clients rather than waiting for client follow-ups.

• Cosmetic Product Development Support
  
  

Guide clients through the OEM/ODM product development process, including base formulation selection, active ingredient customization (PDRN,peptides, etc.), packaging selection (Pantone color matching, container materials), and quotation reviews. Ensure full alignment on technicaldocumentation (INCI lists, ingredient percentages, quotations, landed costs, payment terms) prior to contract signing and production.

• Client Satisfaction & Problem Resolution
  
  

Promptly address client inquiries, resolve discrepancies in product specifications or samples, and build strong, trust-based long-term clientrelationships. Maintain precise, organized records of all client communications, artwork approvals, sample feedback, and project milestones.

Qualifications

Education & Experience

– Bachelor's degree in Business, Marketing, Communications, Chemical/Cosmetic Engineering, or related fields.

– Minimum 2–4 years of experience in Key Account Management, B2B Client Relations, or Project Management.

– Experience in the Beauty, Cosmetic OEM/ODM, Packaging, or Manufacturing industry is highly preferred.

Core Competencies & Skills

– High Active Listening & Comprehension: Exceptional ability to quickly grasp the core intent behind client requests, even when expressedinformally or vaguely.

– Proactive & Solution-Oriented Attitude: Driven to follow up relentlessly with internal/external teams and deliver prompt, clear solutions to theclient.

– Cosmetic Industry Knowledge: Basic understanding of cosmetic development processes (R&D sampling, INCI lists, stability testing,Pantone/packaging matching, MOQ, landed cost calculations).

– Exceptional Organizational Skills: Ability to handle multi-threaded projects simultaneously without missing critical details.

Communication & Tools

– Fluency in English (written and spoken) is required.

– Proficiency in Tagalog is essential for local client engagement. –

– Knowledge of Korean is a strong plus (for communication with Korean R&D/manufacturers).

– Proficiency in MS Office and instant messaging communication tools (WhatsApp, Viber, etc.).