Order Management Analyst

Continental; Taguig; On-site; PHP 334,800 - 558,000; Full time

Benefits offered by this job

HMO upon hire

Values-based culture

Learning Opportunities

Work-life balance

Job summary

A global technology firm is looking for a Customer Service professional in Metro Manila. This role involves managing customer inquiries, processing orders via Salesforce and SAP, and ensuring order fulfillment. The ideal candidate should hold a Bachelor's degree with 2-5 years of relevant experience. Additional perks include a hybrid work setup and HMO upon hire. Candidates with process improvement experience are highly valued.

Qualifications

• 2-5 years of experience in Customer Service, Order Management, or Supply Chain roles.
• Required experience in Order Management or Supply Chain Management.
• 2 years experience in a BPO or shared services environment working with global markets.

Responsibilities

• Manage customer orders and inquiries via Salesforce and SAP.
• Ensure accurate order fulfillment and resolve conflicts.
• Coordinate with departments to answer customer inquiries.

Skills

Customer Service

Order Management

Process Improvement

Education

Bachelor's degree or equivalent

Tools

Salesforce.com

SAP

Job description

Company Description

Global Business Services Manila is the only ContiTech location in the Philippines providing support to global stakeholders (e.g. NAR, EuroAsia).

Job Description

• Manage queues and cases (customer orders and inquiries) from Salesforce.com
• Answer customer inquiries completely and accurately
• Accurately enter orders manually into SAP.
• Ensures that electronic orders flow into the system as intended.
• Resolve order conflicts (pricing, terms, products) and monitors orders through shipment.
• Answer inbound calls for routine inquiries
• Make outbound calls for routine inquiries, verification, clarification, etc.
• Understand and effectively recommend products and solutions to customers. Offer alternative products or solutions to meet customers’ needs. If something is stocked out, offer comparable spec to meet customers’ requirements. Uses catalogs and software programs to provide recommendations and solutions to unique customer inquiries
• Perform SAP transactions to log, check order status, quote price and availability and provide product information to customer
• Coordinate with various departments such as pricing, supply chain, master data, etc as needed to completely answer customer inquiries
• Function as universal back-up specifically for specialized accounts/tasks.
• Ensure order fulfillment (stock availability, order status, document requests, etc.)
• Correct EDI or Electronic order errors to root-cause
• Handle specialized customers and tasks with specific instructions and requirements
• Handle simple claims like undershipping, overshipping, customer errors that require straightforward credit/debit or return
• Handle more complex claims like annual returns and freight claims
• Resolve complaints and conflicts as they relate to keeping customers satisfied. Communicate issues to management and work to resolve/settle disputes within company guidelines/policy.
• Seek to understand and identify new ways to offer value added services to customers. Complement and work in tandem with various ContiTech departments to improve customer experience.
• Identify process improvement opportunities and lead projects designed to implement the targeted improvements.
• Own and maintain work instruction documents year to year.
• Become familiar with the customer service technology infrastructure in order to ensure best practices are used to optimize customer service processes and customer satisfaction.

Qualifications

• Bachelor’s degree or equivalent
• 2-5 years of experience in Customer Service, Order Management or Suppy Chain roles
• Order Management Or Supply Chain Management Experience Required
• Small group project or process improvement initiative
• At least 2 years experience in a BPO or shared services environment working with Asia, Australia, Europe, South Africa, Latin America or North America market.

Additional Information

• Hybrid work setup
• HMO upon hire
• Values-based culture
• Work-life balance
• Learning Opportunities