Order Management Analyst - Mid Shift

ContiTech; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

ContiTech Manila, part of Continental Global Business Services, seeks an experienced Customer Service professional to manage orders, inquiries, and SAP transactions.

You will coordinate with pricing, supply chain, and master data teams, handle basic returns/claims, and support specialized accounts while ensuring accurate order fulfillment and customer satisfaction.

Qualifications

• Bachelor’s degree or equivalent.
• 2-5 years of experience in Customer Service, Order Management or Supply 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.

Responsibilities

• Manage queues and cases (customer orders and inquiries) from Salesforce.com.
• Answer customer inquiries completely and accurately.
• Accurately enter orders manually into SAP.
• Ensure that electronic orders flow into the system as intended.
• Resolve order conflicts (pricing, terms, products) and monitors orders through shipment.
• 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.
• Answer inbound calls for routine inquiries.
• Make outbound calls for routine inquiries, verification, clarification, etc.
• Understand and effectively recommend products and solutions to customers.
• 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.
• Function as universal back-up specifically for specialized accounts/tasks.
• Resolve complaints and conflicts as they relate to keeping customers satisfied.
• Seek to understand and identify new ways to offer value added services to customers.
• Identify process improvement opportunities and lead projects designed to implement the targeted improvements.
• Own and maintain of 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.

Skills

Customer Service

Order Management

Supply Chain

Salesforce

SAP

EDI

Education

Bachelor’s degree

Tools

Salesforce

SAP

EDI

Job description

Company Description

Continental Global Business Services in Manila started in June 2012 as Veyance Technologies Inc. and was acquired by Continental AG in January 2015. On the same year, it legally changed the company name to Continental Global Business Services Manila Inc., which reflects its global presence as a full-fledged subsidiary of ContiTech Division in Continental AG.

GBS Manila is composed of five (5) main work streams, structured to make processes centralized, standardized, and in leveraged technology with the support of IT group, Continental Business Systems & RPA Competence Center.

It provides end-to-end, front-to-back services; from customer service, order management, purchasing, invoice to payment, credit and collection, full finance activities, data management, and HR services including payroll, employee benefits and talent acquisition; all built to meet its customer's needs.

Job Description

• Manage queues and cases (customer orders and inquiries) from Salesforce.com
• Answer customer inquirires 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.
• 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"
• 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 availablity and provide product information to customer
• Coordinate with various departments such as pricing, supply chain, master data, etc as needed to completely answer customer inquirires
• Function as universal back-up specifically for specialized accounts/tasks.
• 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 of 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 Supply 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

EEO / Disabled / Protected Veteran Employer. Continental offers equal employment opportunities to all qualified individuals, without regard to unlawful consideration to race, color, sex, sexual orientation, gender identity, age, religion, national origin, disability, veteran status, or any other status protected by applicable law. In addition, as a federal contractor, Continental complies with government regulations, including affirmative action responsibilities for qualified individuals with a disability and protected veterans, where they apply. To be considered, you must apply for a specific position for which Continental has a current posted job opening. Qualifying applications will be considered only for the specific opening(s) to which you apply. If you would like to be considered for additional or future job openings, we encourage you to reapply for other opportunities as they become available. Further, Continental provides reasonable accommodations to qualified individuals with a disability. If you need assistance in the application process, please reply to [e-mail] or contact US Recruiting at 800-821-2727. This telephone line and email address are reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application, if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a call back.