Customer Relationship Management Associate (Fixed Term & Night Shift)

Ivoclar; Carmen; Hybrid; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Hybrid work arrangement

HMO from Day 1

Learning and development opportunities

Job summary

Ivoclar is seeking a Customer Relationship Management Associate to ensure accurate and timely processing of clinical and technical orders. You will handle customer requests, data uploads, and order-related concerns using SAP and Salesforce while coordinating with Sales, Logistics, Customer Service, Operations and Quality teams.

This fixed-term role features a night-shift schedule and a global, fast-paced environment that rewards problem-solving and strong communication with international

Qualifications

• Bachelor’s degree required in a relevant field.
• At least 2 years in Customer Service, Order Management, CRM, or similar.
• Experience handling customer requests, order processing, service concerns, and escalations.

Responsibilities

• Process Clinical and Technical orders accurately and on time using SAP, Salesforce, and other systems.
• Handle customer requests, order-related concerns, and escalations following procedures.
• Manage data uploads for dealer info, stock statements, consignments, and customer accounts.
• Maintain accurate territory, account, and customer information; monitor upload status.
• Coordinate with Sales, Logistics, Customer Service, Operations, and Quality to resolve order concerns.

Skills

Customer service

Order management

CRM systems

Education

Bachelor's degree in Business Administration, Marketing, Communications, Supply Chain Management, or related field

Tools

SAP

Salesforce

Job description

Deliver better customer experiences. Keep every order moving.

Join a global organization as a Customer Relationship Management Associate and help ensure customer orders are processed accurately, efficiently, and on time. You’ll handle Clinical and Technical orders, customer requests, data uploads, and order-related concerns using systems such as SAP and Salesforce. Working closely with Sales, Logistics, Customer Service, Operations, and Quality teams, you’ll help resolve customer concerns and keep order management processes running smoothly.

This is a fixed-term opportunity with a night-shift schedule, ideal for someone who enjoys customer interaction, problem-solving, and working in a fast-paced, international environment.

Your Role

• Process Clinical and Technical orders accurately and on time using SAP, Salesforce, and other relevant systems.
• Handle customer requests, order-related concerns, complex service issues, and escalations in accordance with established procedures.
• Manage data uploads involving dealer information, stock statements, consignments, customer accounts, and other order-related records.
• Maintain accurate territory, account, and customer information, including monitoring upload status and resolving discrepancies.
• Coordinate with Sales, Logistics, Customer Service, Operations, and Quality teams to address order concerns and ensure timely resolution.
• Monitor open requests, follow up on pending items, and ensure timely responses in line with service-level agreements.
• Apply product, service, and process knowledge to provide accurate information and effective customer support.
• Investigate recurring issues, identify potential root causes, and support continuous improvement initiatives.
• Communicate professionally and empathetically with customers and internal stakeholders.
• Prepare reports, review service trends, and provide insights to support operational performance.
• Collaborate with Operations, Training, and Quality Assurance teams on process improvements, knowledge sharing, and service quality initiatives.

Your Profile

Must-have qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, Supply Chain Management, or a related field.
• At least 2 years of experience in Customer Service, Order Management, CRM, BPO, or a similar customer-facing role.
• Experience handling customer requests, order processing, service concerns, and escalations.
• Familiarity with CRM or order management systems; knowledge of SAP and Salesforce is an advantage.
• Strong communication, listening, problem-solving, and analytical skills.
• High attention to detail and the ability to manage multiple requests, priorities, and deadlines.
• Ability to work effectively in a night-shift schedule and collaborate with international teams.

Nice-to-have qualifications

• Experience in a BPO, shared services, or multinational environment.
• Familiarity with service-level agreements (SLAs), key performance indicators (KPIs), and customer service metrics.
• Experience in data analysis, reporting, root-cause analysis, process improvement, or knowledge sharing.

What We Offer

• A hybrid work arrangement that balances onsite and remote work
• HMO coverage from Day 1
• A global, purpose-driven company with 3,700 employees
• A culture of innovation and collaboration
• Learning and development tailored to your growth