Customer Operations Specialist

IDEMIA; Makati; On-site; PHP 446,000 - 670,000; Full time

Job summary

IDEMIA is seeking a detail-oriented Customer Operations professional in Manila to manage end-to-end orders, coordinate with multiple stakeholders, and maintain strict SLA adherence. The role emphasizes process compliance, data accuracy, and collaboration with cross-functional teams.

The ideal candidate will support testing and validation of customer-driven changes, document operational KPIs, and contribute to continuous process improvements within a fast-paced environment.

Qualifications

• Minimum 2 years of experience in Customer Operations, Order Management, Customer Service, or Account Coordination, preferably in card production-related industries.
• Proven experience managing customer orders end-to-end, including requirements gathering, order tracking, proofing coordination, production follow-up, and delivery management.
• Strong understanding of printing processes, artwork/design proofing, color management, and print production criticalities, with ability to communicate between customers and manufacturing teams.
• Experience coordinating with multiple stakeholders (customers, production teams, designers, logistics) while ensuring SLA adherence and timely issue resolution.
• Excellent communication, organizational, and problem-solving skills; ability to manage priorities, escalate when needed, maintain records, and support process improvements.

Responsibilities

• Performs assigned operational tasks with precision and timeliness.
• Handles first-level support and elevate issues as needed.
• Maintains process compliance and data accuracy across systems.
• Assists in tracking requests and monitoring SLA adherence.
• Participates in testing and validation of customer-driven changes.
• Contributes to documentation and reporting of operational activities.
• Define and document operational processes and performance metrics (KPIs).
• Train colleagues and onboard new team members to ensure process consistency.
• Manage prioritization and handle escalations within the team.
• Participate in process improvement initiatives and special projects.
• Maintain accurate records for audit and compliance purposes.

Skills

Customer operations

Order management

Customer service

SLA management

Stakeholder coordination

Job description

Job Description

• Performs assigned operational tasks with precision and timeliness
• Handles first-level support and elevate issues as needed
• Maintains process compliance and data accuracy across systems
• Assists in tracking requests and monitoring SLA adherence
• Participates in testing and validation of customer-driven changes
• Contributes to documentation and reporting of operational activities
• Perform assigned operational tasks with precision and timeliness.
• Define and document operational processes and performance metrics (KPIs).
• Train colleagues and onboard new team members to ensure process consistency.
• Manage prioritization and handle escalations within the team.
• Participate in process improvement initiatives and special projects.
• Maintain accurate records for audit and compliance purposes.

Qualifications

• Minimum 2 years of experience in Customer Operations, Order Management, Customer Service, or Account Coordination, preferably within the card manufacturing, printing, packaging, personalization, or related production industries.
• Proven experience managing customer orders end-to-end, including requirements gathering, order tracking, proofing coordination, production follow-up, and delivery management.
• Strong understanding of printing processes, artwork/design proofing, color management, and print production criticalities, with the ability to communicate effectively between customers and manufacturing teams.
• Experience coordinating with multiple stakeholders, including customers, production/manufacturing teams, designers, and logistics partners, while ensuring SLA adherence and timely issue resolution.
• Excellent communication, organizational, and problem-solving skills, with the ability to manage priorities, handle escalations, maintain accurate records, and support process improvement initiatives.