Customer Service Representative

W. R. Grace & Co.; Philippines; On-site; PHP 500,000 - 700,000; Full time

Benefits offered by this job

14th month pay

Retirement plan

LinkedIn Learning Access

Performance incentive program

HMO coverage from day 1

Free HMO for dependents

Educational assistance

Job summary

Grace Global Business Services (GBS) in Manila, Philippines is seeking an Order Management Specialist to ensure accurate processing of customer orders, invoices, and inquiries within SLA.

You will enter sales orders in SAP, verify product availability, manage shipment confirmations, and support banking/documentation processes. This role requires strong attention to detail, teamwork, and excellent communication in English.

Qualifications

• Bachelor’s degree in business or supply chain.
• Experience in customer service, order fulfillment and order processing.
• Proficiency with SAP and MS Office for order processing.

Responsibilities

• Manage customer purchase orders, invoices, and inquiries via the customer portal, ensuring timely and accurate processing.
• Receive and acknowledge purchase orders from customers and Sales Support within the defined SLA.
• Enter sales orders and process SAP purchase orders promptly, adhering to the 48-hour SLA.
• Identify and communicate discrepancies or delays to Sales or customers for proactive resolution.
• Verify product availability and ensure packaging aligns with customer specs.
• Review Letter of Credit requirements and coordinate with Sales for adjustments.
• Monitor shipment confirmations and notify Sales/customers with order confirmations.
• Track shipping documents and ensure timely delivery to offices/customers.
• Review shipping documents for accuracy and send to customers before cargo arrives.
• Understand banking processes related to documentation and ensure compliance.
• Oversee local stock levels and replenishment, issuing SAP POs to plants.

Skills

Detail oriented

Team player

Interpersonal skills

English communication

Education

Bachelor’s degree in business or supply chain

Tools

SAP for Order Processing

Microsoft Office

Job description

About Grace

Grace, established in 1854, is a Standard Industries company and a leading global supplier of specialty chemicals and solutions that enable industries to enhance modern life. Our customers use our catalysts, engineered materials, process technologies and fine chemicals to manufacture everyday products – like renewable fuels, pharmaceuticals and food packaging – better, faster and smarter. Our thousands of employees work to harness the power of science for a better world at 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.

Responsibilities (1 of 2)

• 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)

• Perform additional duties as required to support the functional needs of the department.
• Understand banking processes related to documentation submission and ensure compliance with relevant procedures.
• 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.

Benefits

• Guaranteed 14th month Pay
• Above-market Retirement Plan Design
• LinkedIn Learning Access
• Established Performance Incentive Program
• 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.