Order Management Specialist with SAP & Salesforce

ContiTech; Taguig; On-site; PHP 446,000 - 725,000; Full time

Job summary

Continental Global Business Services Manila Inc. in Manila seeks an experienced customer service professional to manage orders and inquiries via Salesforce and SAP.

You will ensure accurate order entry, monitor fulfillment, and resolve complex claims while coordinating with pricing and supply chain teams. The role emphasizes process improvements, back-up coverage for specialized accounts, and delivering value to multiple markets within a global support structure.

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.
• Small group project or process improvement initiative.
• At least 2 years experience in a BPO or shared services environment serving multiple markets.

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, 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.
• Answer inbound calls for routine inquiries.
• Make outbound calls for routine inquiries, verification, clarification, etc.
• Understand and effectively recommend products and solutions to customers; offer alternatives when needed.
• 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.
• Resolve complaints and conflicts per company guidelines/policy.
• Identify process improvement opportunities and lead projects.
• Own and maintain work instruction documents year to year.
• Familiarize with customer service tech to optimize processes and satisfaction.

Skills

Customer Service

Order Management

Supply Chain

BPO experience

Education

Bachelor’s degree or equivalent

Job description

Continental Global Business Services Manila Inc. in Manila seeks an experienced customer service professional to manage orders and inquiries via Salesforce and SAP.

You will ensure accurate order entry, monitor fulfillment, and resolve complex claims while coordinating with pricing and supply chain teams. The role emphasizes process improvements, back-up coverage for specialized accounts, and delivering value to multiple markets within a global support structure.