Order Management Associate/Analyst - Morning Shift (Australia)

Continental Industry; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Continental Industry in Taguig, Philippines, is seeking a skilled Order Management and Customer Service professional to manage orders from Salesforce, enter SAP transactions, and resolve customer inquiries. The role requires ensuring order fulfillment and collaboration with pricing, supply chain, and master data teams.

You will analyze and resolve order conflicts, handle simple and complex claims, and act as a back‑up for specialized accounts while identifying improvement opportunities.

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.
• Experience leading a small group project or process improvement initiative.
• At least 2 years experience in a BPO or shared‑services environment working with markets in Asia, Australia, Europe, South Africa, Latin America, or North America.

Responsibilities

• Manage queues and cases from Salesforce.com and answer inquiries completely and accurately.
• Accurately enter orders manually into SAP and ensure electronic orders flow into the system.
• Resolve order conflicts and monitor orders through shipment to fulfillment.
• Handle simple and complex claims and coordinate with pricing, supply chain, and master data.
• Perform SAP transactions to log status, quote price, and provide product information.
• Be familiar with customer-service technology to optimize processes and satisfaction.

Skills

Customer service

Order management

SAP

Salesforce

Communication

Process improvement

Team leadership

Education

Bachelor’s degree or equivalent

Tools

EDI systems

Job description

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
• Ensure that electronic orders flow into the system as intended
• Resolve order conflicts (pricing, terms, products) and monitor 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 such as undershipping, overshipping, or customer errors that require straightforward credit/debit or return
• Handle more complex claims such as 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, offering alternatives when products are out of stock
• Perform SAP transactions to log, check order status, quote price, and provide product information to customers
• Coordinate with various departments such as pricing, supply chain, and master data to answer customer inquiries completely
• Function as universal back‑up specifically for specialized accounts/tasks
• Resolve complaints and conflicts to keep customers satisfied; communicate issues to management and work to settle disputes within company guidelines and policy
• Seek and identify new ways to offer value‑added services to customers and collaborate with ContiTech departments to improve customer experience
• Identify process improvement opportunities and lead projects designed to implement targeted improvements
• Own and maintain work‑instruction documents year to year
• Be familiar with the customer‑service technology infrastructure 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
• Experience leading a small group project or process improvement initiative
• At least 2 years experience in a BPO or shared‑services environment working with markets in Asia, Australia, Europe, South Africa, Latin America, or North America