Customer Operations Specialist: End-to-End Orders & SLA

IDEMIA PHILIPPINES INC.; Manila; On-site; PHP 300,000 - 600,000; Full time

Job summary

IDEMIA Philippines Inc. is seeking an experienced Customer Operations professional to oversee order management, service delivery, and operational excellence across projects.

This role focuses on end-to-end customer orders, SLA adherence, and process optimization within a fast-paced production environment. Responsibilities include coordinating with customers, production teams, designers, and logistics partners, maintaining accurate records, and supporting process improvements to ensure timely

Qualifications

• Minimum 2 years of experience in Customer Operations, Order Management, Customer Service, or Account Coordination.
• 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, 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.

Responsibilities

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

Skills

Order management

Customer service

Stakeholder coordination

SLA management

Problem solving

Communication

Job description

IDEMIA Philippines Inc. is seeking an experienced Customer Operations professional to oversee order management, service delivery, and operational excellence across projects.

This role focuses on end-to-end customer orders, SLA adherence, and process optimization within a fast-paced production environment. Responsibilities include coordinating with customers, production teams, designers, and logistics partners, maintaining accurate records, and supporting process improvements to ensure timely