Offer summary

Qualifications:

Experience in customer service, sales support, or order management, preferably in food, logistics, or distribution., Strong communication and interpersonal skills for effective collaboration across departments and with clients., High attention to detail and problem-solving abilities are essential., Proficiency in using spreadsheets, email platforms, and internal communication tools..

Key responsabilities:

Respond to customer emails and inquiries with professionalism and clarity.

Manage standing orders and ensure accurate order processing and fulfillment.

Allocate product shortages and communicate effectively with customers and internal teams.

Run and manage inventory reports to ensure accurate inventory reporting and support routing during delivery issues.

Job description

This is a remote position.

**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***

JOB TITLE: Customer Experience Associate

RATE: Php 40,000 per month

Work Type: Full-time | Remote/WFH

Working Hours : 11 AM - 7 PM EST

Start Date: TBD

About the Role

The Customer Experience Associate is a critical member of the team, responsible for supporting sales, operations, and customer satisfaction through exceptional service and communication. This position ensures that orders are accurate, customers are supported, and internal coordination flows smoothly between departments.

This role requires strong organizational skills, a solutions-oriented mindset, and the ability to multitask in a fast-paced, food distribution environment.

Key Responsibilities

Customer Support & Order Management

Respond to customer emails and inquiries with clarity and professionalism.
Manage standing orders – email confirmations every Monday and submit for fulfillment throughout the week.
Enter, process, and post unsubmitted orders daily.
Monitor and post under-minimum orders each day for the following day’s delivery.
Manage new customer inquiries; onboard new accounts in collaboration with sales, routing, and accounting.
Update and maintain customer records and profiles as needed.
Assist sales reps with order entry, updates, substitutions, redelivery coordination, and general customer communications.
Run weekly egg allocations and distribute accordingly.

Inventory & Allocation Coordination

● Allocate product shortages among customers when a farm/vendor underdelivers.

● Communicate all allocations clearly to customers, sales reps, procurement, packout, and routing teams.

● Manage meat allocations for the company’s Whole Animal Butchery Program.

● Issue credits for order issues (shorts, mispicks, warehouse errors, etc.) and communicate proactively with customers.

● Monitor “Surprise Shorts” reports and address customer and sales team needs accordingly.

Systems & Internal Communication

Run and manage the Date-Based Availability (DBA) Report to ensure accurate inventory reporting.
Monitor and respond via Samsara, Dialpad, and Google Voice for real-time delivery updates and customer impact.
Support routing in the event of delivery issues (e.g., driver illness, weather delays, breakdowns).
Facilitate redeliveries and coordinate across routing, warehouse, and packout teams.
Support the sales team during time off or high-volume periods.

Grants & Special Programs

Process DPVR forms for grant-supported customers.
Provide elevated service to accounts with special funding or compliance requirements.

Ideal Candidate Will Have

Experience in customer service, sales support, or order management (ideally in food, logistics, or distribution).
Strong communication and interpersonal skills across departments and with clients.
A high level of attention to detail and problem-solving ability.
Comfort using spreadsheets, email platforms, and internal communication tools.
A proactive mindset and ability to remain calm under pressure.