Order & Case Management Lead - SLA Focus

eClerx; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO and government-mandated benefits

Collaborative and fast-paced environn.

Job summary

eClerx is seeking a Supervisor – Order Management & Case Management to lead a high‑performing team responsible for the end‑to‑end order lifecycle and case resolutions. You will drive SLA compliance, coaching, and process improvements to ensure service quality across global operations.

The role requires hands‑on experience with Salesforce (SFDC) and NetSuite, strong stakeholder management, and a track record of delivering efficient, scalable customer operations.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years Order Management / Case Management / Customer Operations experience.
• 3+ years supervisory or team lead experience.
• Hands-on experience with Salesforce (SFDC).
• Experience with NetSuite is a plus.
• Strong client-facing and escalation management experience.
• Advanced Excel, PowerPoint, and reporting skills.
• Strong communication and stakeholder management.

Responsibilities

• Lead, coach, and develop a team of OM/CM specialists.
• Own end-to-end order management (entry, validation, fulfillment, modifications, cancellation).
• Manage case management via Salesforce (SFDC) or similar.
• Ensure SLA compliance, backlog management, and case resolution timelines.
• Drive process improvement and SOP development.
• Serve as primary point of contact for escalations and cross-functional coordination.
• Track KPIs: SLA, CSAT, quality, productivity, and resolution time.
• Support hiring, onboarding, and training.

Skills

Order Management

Case Management

Team supervision

Salesforce (SFDC)

NetSuite

Advanced Excel

PowerPoint

Reporting

Client-facing

Escalation management

Stakeholder management

Education

Bachelor's degree or equivalent experience

Tools

Salesforce (SFDC)

NetSuite

Job description

eClerx is seeking a Supervisor – Order Management & Case Management to lead a high‑performing team responsible for the end‑to‑end order lifecycle and case resolutions. You will drive SLA compliance, coaching, and process improvements to ensure service quality across global operations.

The role requires hands‑on experience with Salesforce (SFDC) and NetSuite, strong stakeholder management, and a track record of delivering efficient, scalable customer operations.