Customer Service Representative

W.R. Grace & Co.; Muntinlupa; Sur place; PHP 350 000 - 520 000; Plein temps

Avantages offerts par ce poste

HMO coverage for employees on day 1 (p

Free HMO coverage for up to 3 depende

Educational Assistance

Résumé du poste

W. R. Grace & Co.

in Manila, Philippines, seeks an Order Management specialist to process customer orders, invoices and inquiries in SAP, ensuring accuracy and SLA compliance for supply plants' visibility and production planning. Responsibilities include managing customer purchase orders, entering SAP orders, communicating discrepancies, verifying product availability, tracking shipment confirmations and coordinating LC requirements with Sales, while supporting banking/documentation and local

Qualifications

• Bachelor’s degree or above in business or supply chain-related field.
• Supply chain certification is a plus.
• Experience in customer service, order fulfillment and order processing.

Responsabilités

• Manage customer purchase orders, invoices, and inquiries received via the customer portal, ensuring timely and accurate processing.
• Enter sales orders and process SAP purchase orders promptly, adhering to SLA requirements.
• Identify and communicate discrepancies or delays to Sales or customers to enable proactive resolution.
• Verify product availability and ensure packaging align with customer specifications.
• Monitor shipment confirmations and notify Sales/customers.
• Review shipping documents for accuracy and timely delivery.

Connaissances

Attention to detail

Strong interpersonal skills

Team player

English fluency

Ability to work under pressure

Formation

Bachelor’s degree in business or supply chain-related field

Supply chain certification preferred

Outils

SAP for Order Processing

Microsoft Office

Description du poste

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Location: Muntinlupa City, National Capital Region (NCR), PH, 1781

Company: W. R. Grace & Co.

About Grace

Grace,established in 1854, is a Standard Industries company and a leading global supplier ofspecialty chemicalsand solutionsthat enableindustriesto enhance modern life. Our customers use ourcatalysts, engineered materials, process technologiesand fine chemicalsto manufacture everyday products- like renewable fuels, pharmaceuticalsandfood packaging- better, faster and smarter. Our thousands of employeeswork toharness the power ofsciencefor a better worldat our global headquarters in Columbia, Maryland and locations worldwide.

Grace Global Business Services (GBS)

At Grace Global Business Services (GBS) in Manila, Philippines, our teams play a critical role in supporting the organization's worldwide operations. For more than a decade, GBS has been a trusted partner, delivering expertise in shared services, process excellence, and digital enablement. Our team members support business lines and functions across Grace, including Finance, Human Resources, Information Technology, Procurement, Supply Chain and more.

At GBS, you'll have the opportunity to make an impact- working alongside global colleagues to help shape the chemical manufacturing industry.You'll be part of a collaborative, team-oriented culture where safety comes first. We prioritize your well-being by offering competitive benefits and flexible working options that help you thrive. Here, you'll find meaningful ways to grow your career, whether deepening your expertise in your field or exploring new roles.

Job Description

Responsible for Order Management per Business Units. Support the department in processing orders in compliance. Orders must be placed in the system accurately and within the required SLA for supply plants' visibility and production planning. Support the team lead and supervisor on projects and reporting.

Customer Order Management:

• Manage customer purchase orders, invoices, and inquiries received via the customer portal, ensuring timely and accurate processing.
• Receive and acknowledge purchase orders from customers and the Sales Support team within the defined Service Level Agreement (SLA).
• Enter sales orders and process SAP purchase orders promptly, adhering to the SLA of 48 hours.
• Identify and communicate any discrepancies, issues, or potential delays to the Sales team and/or customers to ensure proactive resolution.
• Verify product availability and ensure packaging requirements align with customer specifications.
• Review Letter of Credit requirements to confirm Grace's ability to meet documentation standards. Coordinate with Sales for any necessary adjustments.
• Monitor order shipment confirmations from supply plants and promptly notify Sales and customers by issuing order confirmations.
• Track and follow up on shipping documents from supply plants, ensuring timely delivery to the office and/or customers.
• Review shipping documents for accuracy and ensure they are sent to customers on time, ideally before cargo arrives at destination ports.

Responsibilities (2 of 2)

Departmental Support:

• Perform additional duties as required to support the functional needs of the department.

Banking & Documentation Processes:

• Understand banking processes related to documentation submission and ensure compliance with relevant procedures.

Local Stock Management:

• Oversee local stock levels and replenishment activities, including issuing SAP purchase orders to supply plants.
• Track shipment departure times with supply plants to ensure timely delivery.

Required Qualifications

• Bachelor’s degree (or above) in business or supply chain-related field.
• Supply chain or similar certification preferred.
• Experience in customer service, order fulfillment and order processing

Preferred Qualifications

• Detailed oriented, demonstrated ability to meet tight deadlines and manage multiple tasks.
• Team player who will share the workload when needed as a team.
• Strong interpersonal skills. Able to communicate at all levels in the organization and across functions.
• Proficient with the Microsoft Office® suite and SAP for Order Processing.
• Good written and oral communication skills including both oral and written fluency in English.
• Ability to work under pressure during month-end datelines.
• HMO coverage for employees on day 1 (with pandemic coverage)
• Free HMO coverage for up to 3 qualified dependents
• Educational Assistance

Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.