Customer Operations Specialist

IDEMIA; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

IDEMIA in the Philippines is seeking a detail-oriented professional to manage customer operations and end-to-end order processes. You will coordinate with customers, production teams, designers, and logistics partners to track orders, proof artwork, and ensure timely delivery while maintaining data accuracy.

The role emphasizes strong communication, problem-solving, and documentation to support process improvements and audit readiness.

Qualifications

• Minimum 2 years of experience in Customer Operations, Order Management, Customer Service, or Account Coordination.
• Experience end-to-end order management including requirements gathering, order tracking, proofing, production follow-up, and delivery management.
• Strong understanding of printing processes, artwork/design proofing, color management, and print production criticalities.
• Experience coordinating with multiple stakeholders while ensuring SLA adherence and timely issue resolution.
• Excellent communication, organizational, and problem-solving skills, with the ability to manage priorities and escalations.

Responsibilities

• Performs assigned operational tasks with precision and timeliness.
• Handles first-level support and expands 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

Account coordination

Communication

Problem solving

Process improvement

Tools

CRM software

ERP systems

QA/testing

Job description

Job description:

Responsibilities:

• Performs assigned operational tasks with precision and timeliness
• Handles first-level support and expand 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.