Order Management Analyst (Spanish Speaker - MidShift)

Continental Industry; Makati; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work setup

HMO upon hire

Values-based culture

Work-life balance

Learning opportunities

Job summary

Continental Industry's Global Business Services Manila unit is seeking a Customer Service / Order Management professional to support Latin America and EMEA customers. You will ensure order fulfillment, resolve basic to complex claims, and advise on product substitutes using catalogs and SAP.

Hybrid work setup with opportunities for process improvements, cross-department collaboration, and a culture that supports work-life balance and continuous learning.

Qualifications

• Bachelor’s degree or equivalent.
• 2–5 years of experience in Customer Service, Order Management or Supply Chain.
• Experience in a BPO/shared services environment with Latin America or EMEA.
• Small project or process improvement experience.

Responsibilities

• 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, or basic credit/debit.
• Handle more complex claims such as annual returns and freight claims.
• Work collaboratively with Spanish stakeholders and customers.
• Recommend products/solutions to meet customer needs and provide alternatives.
• Perform SAP transactions to log, check order status, quote price and availability.
• Coordinate with pricing, supply chain, master data, etc. to answer inquiries.
• Function as universal back-up for specialized accounts/tasks.
• Identify process improvement opportunities and lead related projects.
• Own and maintain work instruction documents year to year.
• Resolve complaints and conflicts to keep customers satisfied.

Skills

Customer service

Order management

Supply chain

Spanish language

Education

Bachelor’s degree or equivalent

Tools

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

• 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"

• Work collaboratively with Spanish stakeholders and customers
• 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.
• Identify process improvement opportunities and lead projects designed to implement the targeted improvements.
• Own and maintain of work instruction documents year to year.

• 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.

• 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 Latin America or EMEA region.

Language Requirement

• Spanish: CEFR Level B2 or above, with the ability to communicate effectively in a business environment.

Additional Information

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