KEY RESPONSIBILITIES
● Account Relationship Management: Serve as the primary point of contact for assigned grocery retail and distributor accounts. Build strong relationships with buyers, category managers, and logistics contacts, understand each account’s requirements, and act as a proactive partner to the customer.
● Order Management and Fulfillment: Receive and process purchase orders via email, EDI, and customer portals. Enter orders accurately into the company ERP system (Plex), confirm quantities and delivery details with customers, and verify actual production quantities with the production team.
● ERP, EDI, and Portal Administration: Maintain accurate order and account data across Plex, EDI/SPS Commerce, and retailer portals. Update purchase orders, submit fulfillment and shipment documentation, and keep each account compliant with its customer-specific requirements.
● Logistics Coordination: Schedule customer pickups and deliveries and coordinate shipments from the HPP toll processing facility. Communicate projected orders and actual counts with HPP partners to keep supply aligned with customer demand.
● Invoicing and Account Reconciliation: Invoice customers in Plex and EDI/SPS Commerce, prepare fulfillment and shipment reports, and investigate and resolve account discrepancies such as short shipments, deductions, and invoice disputes.
● Issue Resolution and Escalation: Navigate complex customer needs, including order changes, delivery issues, and compliance requirements. Coordinate with operations, supply chain, and finance to resolve issues quickly and keep accounts in good standing.
● Account Reporting and Insights: Track account performance such as order accuracy and on-time delivery. Share regular updates, insights, and improvement recommendations with customers and internal leadership.
● Consumer Inquiries: Respond to end-consumer questions and complaints via phone and email, and relay product or quality feedback to the appropriate internal teams.
● Collaboration and Teamwork: Work closely with production, logistics, supply chain, finance, and management to ensure seamless service delivery and identify process improvements that raise efficiency and customer satisfaction.
Requirements
CANDIDATE PROFILE
● Minimum of three (3) to five (5) years of B2B account management or customer account experience, ideally supporting large retailers, grocery chains, or distributors.
● Hands-on proficiency with complex ERP systems (Plex or similar, such as SAP, NetSuite, or Oracle), retailer customer or vendor portals, and Microsoft Office, particularly Excel.
● Excellent written and verbal English communication skills; confident and professional with customer stakeholders at all levels.
● Proven track record of managing business customer relationships, beyond consumer-facing customer service, with a focus on satisfaction and long-term partnerships.
● Ability to navigate complex customer requirements, resolve issues independently, and manage multiple accounts and priorities.
● Strong organizational skills and attention to detail, with a high standard of accuracy in order and invoice data.
● Collaborative team player who is comfortable in a small, fast-paced company where responsibilities may shift day to day.
PREFERRED QUALIFICATIONS
● Experience with EDI platforms, particularly SPS Commerce, is highly preferred.
● Background in food and beverage manufacturing, CPG, or logistics is an advantage.
● Familiarity with grocery retailer portals and vendor compliance requirements is an advantage.
Benefits
- Free lunch meal, fruits, snacks, and drinks
- Onsite gym with a free professional instructor
- Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
- Weekly engagement activities with prizes that are up to 3,000 PHP
- Free upskilling academy to improve your performance and skillset
- State-of-the-art facilities from toilets to your workstation
- Amenities such as sleeping quarters, game area, chat room, shower room
Skills Required
- Three to five years of B2B account management or customer account experience
- Experience supporting large retailers, grocery chains, or distributors
- Proficiency with complex ERP systems such as Plex, SAP, NetSuite, or Oracle
- Experience with retailer customer or vendor portals
- Microsoft Office proficiency, particularly Excel
- Excellent written and verbal English communication skills
- Experience managing business customer relationships and long-term partnerships
- Ability to navigate complex customer requirements and resolve issues independently
- Ability to manage multiple accounts and priorities
- Strong organizational skills and attention to detail
- Collaborative teamwork in a fast-paced company
- Experience with EDI platforms, particularly SPS Commerce
- Background in food and beverage manufacturing, CPG, or logistics
- Familiarity with grocery retailer portals and vendor compliance requirements
What We Do
iSupport Worldwide is a US-owned business process outsourcing and offshoring provider serving fast-growing and small-to-midsize businesses. It builds dedicated offshore teams and supplies staffing, facilities, and managed operations, while handling administrative work so clients can focus on core growth. Its support spans back-office and customer service, accounting and finance, human resources, IT, software and application development, digital marketing, sales, and other functions, tailored to clients across industries, verticals, and languages.
