Order Management Specialist (Salesforce & SAP)

Continental Group Sector ContiTech; Philippines; Remote; PHP 391,000 - 614,000; Full time

Job summary

Continental Global Business Services Manila, Inc. is seeking an Order Management Analyst/Specialist for the Mid Shift to manage customer orders and inquiries.

You will enter orders in SAP, monitor fulfillment, and resolve conflicts to ensure smooth order processing and customer satisfaction. The role requires 2–5 years in Customer Service, Order Management or Supply Chain, experience with Salesforce.com and SAP, and the ability to coordinate with multiple departments in a global BPO/shared

Qualifications

• Bachelor’s degree required.
• 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 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).
• 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 returns.
• Handle more complex claims like annual returns and freight claims.
• Answer inbound calls for routine inquiries; make outbound calls for routine inquiries, verification, clarification.
• Understand and recommend products/solutions; offer alternatives when needed.
• Perform SAP transactions to log, check order status, quote price and availability.
• Coordinate with pricing, supply chain, master data, etc.
• Serve as universal back-up for specialized accounts/tasks.
• Resolve complaints and conflicts to keep customers satisfied.
• Identify process improvement opportunities and lead projects.
• Own and maintain work instruction documents.
• Familiarize with customer service tech to optimize processes.

Skills

Customer service

Order management

Supply chain

Education

Bachelor’s degree

Tools

Salesforce.com

SAP

Job description

Continental Global Business Services Manila, Inc. is seeking an Order Management Analyst/Specialist for the Mid Shift to manage customer orders and inquiries.

You will enter orders in SAP, monitor fulfillment, and resolve conflicts to ensure smooth order processing and customer satisfaction. The role requires 2–5 years in Customer Service, Order Management or Supply Chain, experience with Salesforce.com and SAP, and the ability to coordinate with multiple departments in a global BPO/shared