Order Management Analyst (Spanish Speaker - MidShift)

Continental; Taguig, Makati; Hybrid; PHP 350,000 - 500,000; Full time

Benefits offered by this job

Hybrid work setup

HMO upon hire

Values-based culture

Work-life balance

Learning opportunities

Job summary

Continental Global Business Services Manila is seeking an experienced Customer Service professional to manage orders and inquiries from Salesforce, enter orders in SAP, and ensure smooth fulfillment. The role requires collaboration with pricing and supply chain teams and proficiency in Spanish at B2 level or higher.

The position offers a hybrid work setup in the Philippines, with exposure to Latin America and EMEA markets. Strong process improvement mindset and BPO experience are valued.

Qualifications

• Bachelor’s degree or equivalent.
• 2–5 years in Customer Service, Order Management or Supply Chain roles.
• Order Management or Supply Chain 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.

Responsibilities

• Manage queues and cases from Salesforce.com.
• Answer customer inquiries completely and accurately.
• Enter orders manually into SAP and ensure accurate fulfillment.
• Ensure electronic orders flow into the system as intended.
• Resolve order conflicts and monitor orders through shipment.
• Coordinate with pricing, supply chain and master data as needed.
• Function as back-up for specialized accounts/tasks.
• Identify opportunities to offer value-added services and improvements.

Skills

Customer service

Order management

Supply chain

Process improvement

BPO experience

Education

Bachelor’s degree or equivalent

Tools

Salesforce

SAP

Job description

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"
• 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.
• 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.

Additional Information

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

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.

Company Description

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