Customer Service Representative

Tasks, Duties & Responsibilities:

• Marketing Process

• Conducts initial lead evaluation and qualification:
• Creates CRM customer master data for prospect
• Identifies the lead qualification level and inputs this in the system based on the assessment /judgment from the acquired customer data.
• Identifies the appropriate sales personnel that should handle the lead for processing.
• Conducts follow-up on status of lead to ensure that the sales personnel has been able to conduct the initial contact with the prospect.
• Creates Opportunity document for lead with high sales potential.
• Handles Marketing campaign/ promo through outbound calls to targeted customer segment.
• Conducts outbound call to validate feedback and response to marketing campaigns.
• Conducts outbound call to conduct customer satisfaction surveys for service improvement and enhancement of customer loyalty and retention.

• Sales Process

• Answers all voice calls, give caller the spiels in accordance with the applicable standard service level agreement (SLA) with the customers.
• Identifies all customers interacting with Petron Customer Care through various channels to ensure that they are authorized representatives and to provide personalized service.
• Accesses customer master data and historical transaction data to validate products/services required by the accounts.
• Opens the credit master data in SAP to check customer credit status.
• Processes efficiently, accurately and within the standard targets and applicable SLA with customers all orders from any of the available channels (phone, fax, emails, etc.):
• Inputs the order to SAP System. Ensures correctness of required inputs such as product, quantity of order, pricing (to include freight, pumping and other charges), serving bulk plant /storage location, delivery mode, etc.
• Selects the appropriate BOM component for BOM orders
• Checks/calls-off order against Contract /Delivery Advices (DA), as applicable. Ensures that orders are within the prescribed Contract/DA.
• Advises concerned party/follows up concerned approving authorities to ensure release of orders are on time.
• Processes and coordinates for Manual Product and Accommodation Document (MPSAD)
• Provides the customer the order numbers and other pertinent data.
• Edits and deletes existing orders as requested by authorized customer representative or sales personnel.
• Attends to customers sales order follow-up by analyzing the delay of the delivery and coordinating with various parties to expedite customers request
• Accomplishes and sends within the standard time the required Blending Request to the appropriate party. Secure confirmation that said Blending Request is properly acknowledged.
• Prepares the necessary request for Debit/Credit Notes in cases of under or over billing
• Periodically, analyzes the sales generated by a cash customer after order creation and creates lead document when customer meet the volume criteria for upgrading to regular account.
• Reconciles cash sales accounts.
• Clean up open sales orders
• Conducts cross-selling of lubes & other products, as applicable, to customers ordering fuel products based on historical data and on-going product promotions and campaign. Records all relevant feedback (product, price and volume) by customer regarding the cross-selling activities. When necessary, prepare lead document for customers with high sales potential.
• Creates customer master record in SAP CRM for customer that does not exist yet in the system. Updates non-financial customer master data based on the information provided by accounts and ASEs.
• Prepares Record of all interactions with the customers in the CRM system.

• Service Process

• Handles customer feedback (inquiries and complaints) received through the inbound calls, SMS Fdbk from motorists andemails from website regarding products and services (non-Cards and Cards related issues) applying the necessary customer handling skills to appease/pacify the complainant in accordance with the applicable SLA:
• Creates complaint document in the system, ensures that all details if the complaint are taken and summarized accurately. Categorizes the complaint based on classification system.
• Resolves, recommends or suggests solution to ensure customers satisfaction at the first interaction.
• Recommends the necessary follow-up action should the complaint necessitates after call activity or field work or on-site visit by identifying follow-up document. Identifies other parties that will be involved for notification.
• Prepares the document and advises appropriate party (Sales, Technical and Operations) if an on-site visit is necessary.
• As part of the ownership of the call, monitors the progress of the complaint. Provides periodic advice to customer on the status of the complaint.
• Once the complaint is resolve by field work or on-site visit, conducts the necessary call back to complainant to validate if the resolution is satisfactory.
• Closes the complaint case and ensure updating of the resolution database.
• Provides helpdesk assistance within company standards and/or applicable customer SLA, all queries from business partners and customers to enhance First Call Resolution, which includes among others:

1. Product application and recommendation
2. Fleet Card and other card variant concerns
3. Product Data Sheet requirement
4. Dealership Application
5. Service Station location
6. Bio-fuels inquiry
7. SMS ordering inquiry
8. Ongoing service station promo
9. Other corporate activities

• Administrative Functions

• Logs-in and logs-out to ensure proper call routing process.
• Submits required reports.
• Attends specialized seminars and training as required.
• Performs other duties /responsibilities that maybe assigned by the Team Leader from time to time.