Customer Service Representative

Hammerjack Pty Ltd; Taguig; On-site; PHP 420,000 - 660,000; Full time

Job summary

Orica is seeking a Customer Relationship Support to ensure accurate and timely execution of order-to-cash processes. You will manage sales orders, invoices, and related transactions, supporting business units and maintaining positive customer experiences.

You will collaborate with internal teams and customers, resolve inquiries, monitor order progress, and contribute to efficient service delivery while building strong customer relationships across regions.

Qualifications

• Minimum of 2 years experience in order fulfilment, customer service, or a related role.
• At least 1 year of experience managing stakeholders and customers across regions (AUSPAC, APAC, EMEA, North America).
• Experience with import and export processes is desirable.
• Previous SAP experience and exposure to a Shared Services Centre (SSC) or BPO environment is advantageous but not essential.

Responsibilities

• Process and confirm orders with sales order confirmations in line with contractual obligations.
• Maintain customer portfolios by placing orders, resolving issues, and fulfilling demand.
• Manage end-to-end SAP order-to-delivery-to-invoicing cycle; reduce offline workarounds.
• Support auto-billing and drive technology adoption for efficiency.
• Minimise credits, delays, and manual overrides by reducing CSR errors.
• Share insights with territory managers to drive efficiencies and cost reductions.
• Collaborate with field site and master data teams to resolve issues affecting payments or invoicing.

Skills

Attention to detail

Verbal and written communication

Stakeholder management

Customer service

Tools

SAP

Job description

About Orica

At Orica, it's the power of our people that leads change and shapes our futures. Every day, all around the world, our people help mobilise vital resources essential to progress. Established in 1874, we have grown to become the world leader in mining and civil blasting with a diverse of team of more than 13,000 across the world.

It's an exciting time to join us – we are shaping the future of mining through digital and automated technologies, embracing new ways of thinking, pioneering innovation and reimagining the way we work.

About the role

As a Customer Relationship Support, you will play a key role in delivering exceptional service to customers by ensuring the accurate and timely execution of order-to-cash processes. You will support business units by managing sales orders, invoices, and related transactions, helping to maintain smooth operations and positive customer experiences.

Working closely with internal teams and customers, you will resolve inquiries, monitor order progress, and contribute to efficient service delivery while building strong and lasting customer relationships.

What you will be doing

• Ensures all orders are processed and confirmed to the customer with a sales order confirmation in line with Orica's contractual obligations and standards & processes
• Maintains a portfolio of customers by placing orders, resolving issues, and meeting the demand from both internal and external customers
• Manages the end-to-end Sales Cycle Process in SAP from order to delivery and invoicing, continuously working towards reducing offline workarounds and manual handling of data
• Ensures smooth operation of auto-billing where applicable and drives technology adoption for a more efficient turnaround, following the endorsement of process changes from the Global Commercial Excellence and Governance Team
• Minimises credits, delays, and manual overrides by reducing CSR errors and unnecessary workflow processing
• Shares useful insights with the territory manager and relevant functions to drive efficiencies, including reduction of trade working capital, storage fees and transport costs
• Works proactively with field site and master data teams or account owners to resolve any issues resulting in potential delayed payment, affecting auto-billing or invoice list management, including receipt of purchase order numbers, delivery or product issues and pricing, etc.
• Manages workflows by completing daily, weekly or monthly processing, whichever is requested by the business
• Ad-hoc analysis and investigation as requested by the business
• Understands and utilises SAP reporting to ensure efficiencies and accuracy
• Communicates clearly with distribution to maximise efficiencies in the supply of product by checking manifests and confirm loads with the relevant distribution point ensuring that customer orders are fulfilled and back orders managed
• Liaises with Credit and Collection Team on regular basis regarding credits and recharges, resolution of claims and disputes as well as customer's credit limits

What you will bring

• Strong attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Previous SAP experience and exposure to a Shared Services Centre (SSC) or BPO environment is advantageous but not essential.
• Minimum of 2 years experience in order fulfilment, customer service, or a related role.
• At least 1 year of experience managing stakeholders and customers across regions such as AUSPAC, APAC, EMEA, or North America.
• Experience with import and export processes is desirable.

What we offer

As part of a truly global company, you will have the ability to grow and learn in a diverse, collaborative culture. We foster relationships and learning through connected global and local teams, promote flexible and diverse career paths and support the development of your knowledge and skills.

You will be paid a competitive salary, learn from talented individuals across multiple disciplines and be able to thrive in a safe workplace within a collaborative culture. Ignite your career at a place where your distinct potential can find its home.

We respect and value all

Orica promotes and fosters a culture of inclusion and Equal Opportunity Employment everywhere we operate. We treat our people and applicants with fairness, dignity, and respect, getting the best of everyone's contributions.

All qualified applicants will receive consideration for employment without regard to race, religion, sexual orientation, gender perception or identity, nationality, age, military or veteran, marital or disability status.