Order Management Specialist

Insight; Pasig; Hybrid; PHP 350,000 - 550,000; Full time

Job summary

Insight is seeking a Service Operations Specialist to support day-to-day processing and coordination of technology device orders for client accounts. You will focus on order management, data accuracy, ticket monitoring, and coordination across internal teams, clients, and vendors to ensure orders are processed accurately and on time.

You will work with ServiceNow and SAP to monitor queues, resolve discrepancies, track ETAs, and manage RMAs and warranty claims while maintaining clear

Qualifications

• 2–3 years of relevant experience in Customer Service/BPO or similar environments.
• Experience in back-office processing and order coordination is preferred.
• Good written and spoken English communication skills.

Responsibilities

• Process and release orders for shipping, retrieval, exchange, and deployment of technology devices within SLAs.
• Monitor order queues and coordinate requests using ServiceNow and SAP.
• Support order management across servers, desktops, laptops, phones, and peripherals.
• Investigate discrepancies (lost/damaged/delayed items) and coordinate with distribution.
• Track back-orders and ETAs, and communicate updates to vendors and teams.
• Coordinate RMAs and warranty claims with vendors.
• Maintain accurate product, costing, inventory, and order-status data; liaise with Finance as needed.
• Collaborate with internal teams to resolve parts and ordering concerns.
• Manage team mailbox and respond to inquiries about orders and shipments.
• Communicate clearly with clients, vendors, and internal teams.

Skills

Customer service experience

Order management

Communication skills

Problem-solving

Attention to detail

Education

Bachelor's degree preferred

Tools

ServiceNow

SAP

Job description

About us

Insight is a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge. We guide organisations through complex digital decisions. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results.

About the role

As a Service Operations Specialist, you'll support the day-to-day processing and coordination of technology device orders for assigned client accounts. This role is focused on order management, data accuracy, ticket monitoring, and coordination. You'll work with internal teams, clients, and vendors to help ensure orders are processed accurately and on time while meeting agreed service levels.

Key responsibilities

• Process and release orders for the shipping, retrieval, exchange, and deployment of technology devices, ensuring requests are completed accurately and within client Service Level Agreements (SLAs)

• Monitor order and ticket queues and coordinate requests using systems such as ServiceNow and SAP

• Support order management across various technology products, including servers, desktops, laptops, phones, peripherals, and related equipment

• Investigate receiving and order discrepancies, including lost, damaged, or delayed products, and coordinate with distribution teams to resolve issues

• Monitor back-orders and estimated arrival dates (ETAs), providing timely updates and coordinating next steps with vendors and internal teams

• Partner with vendors to process Return Merchandise Authorizations (RMAs), warranty claims, and other product-related requests

• Maintain accurate product, costing, classification, inventory, and order-status information, and coordinate with Finance to resolve billing or vendor discrepancies when needed

• Work closely with internal teams to resolve parts and ordering concerns and ensure requests move through the appropriate processes

• Manage the team mailbox and respond to internal and external inquiries regarding orders, processes, procedures, and inbound/outbound shipments

• Communicate clearly and professionally with clients, vendors, and internal teams, both verbally and in writing

About you

• At least 2-3 years of relevant experience in Customer Service/BPO, client-facing, helpdesk, or a similar environment

• Experience in back-office processing, order management, and coordination is preferred

• Working knowledge in using ServiceNow and/or SAP is an advantage but not required

• Strong organizational, time-management, and problem-solving skills, with excellent attention to detail

• Excellent written and verbal English communication skills

• Ability to coordinate with multiple stakeholders, manage priorities, and work independently or collaboratively in a fast-paced environment

• Bachelor's degree is preferred, but not required

• Amenable to work on graveyard shift

Location:

This is a hybrid opportunity. Our office location is at 10th and 11th Floor Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605