Order Management Sr. Associate

Ivoclar Vivadent Services & Support, Inc.; Laguna; On-site; PHP 558,000 - 892,800; Full time

Job summary

Ivoclar Vivadent Services & Support, Inc. in Laguna, Philippines is seeking an Order Management Senior Associate to ensure timely and accurate order entry and fulfillment across order types while delivering excellent customer service.

You will coordinate with sales, logistics, and country contacts to resolve issues and support order fulfillment. The role requires reviewing requests, performing duplicate checks, monitoring aging, and maintaining data accuracy in ERP systems.

Qualifications

• Bachelor's degree required or equivalent.
• Minimum 3 years of experience in Order Management or Order-to-Cash within SSC/GBS/multinational.
• Experience managing complex orders and stakeholder engagement.
• Proficiency in SAP and Excel.
• Strong analytical, communication and customer service skills.
• Ability to collaborate with global stakeholders.
• Experience with KPI reporting and SLA management.
• Continuous improvement awareness.

Responsibilities

• Manage timely order entry and fulfillment across order types in SAP and other systems.
• Verify information in requests and resolve gaps with requestors or accounts.
• Perform duplicate-order checks before creating orders.
• Monitor order aging and backlog to prevent SLA breaches.
• Maintain data accuracy within ERP and order management systems.
• Handle complex orders, inquiries and escalations.
• Collaborate with sales, logistics, and various teams to resolve discrepancies.
• Analyze performance and report on metrics like order accuracy and backlog.

Skills

Analytical skills

Communication skills

Customer service skills

Education

Bachelor's degree in Business, Supply Chain, Logistics, or related field

Tools

SAP

Microsoft Excel

Job description

Objective of the position

The Order Management Senior Associate ensures the timely and accurate processing of customer orders while delivering excellent customer service. The role coordinates with cross-functional teams to support order fulfillment, resolve issues, manage escalations, and drive continuous improvements that enhance operational efficiency and customer experience.

Responsibilities

• Manage timely and accurate order entry and fulfillment across order types (e.g., purchase orders, grip orders, quotations, trade-outs) in SAP and other order management systems.
• Review incoming order requests to confirm all required information is present before processing, following up with requestors or account contacts to resolve gaps.
• Perform duplicate-order checks and validate against existing records before creating new orders.
• Monitor order aging and backlog to proactively address delays and prevent SLA breaches.
• Maintain data accuracy and compliance within ERP and order management
• Handle complex order scenarios, customer inquiries, and escalations.
• Collaborate with sales, logistics, country contacts, matrix managers, and customer service teams to resolve order discrepancies.
• Analyze operational performance and prepare reports on key metrics, including order accuracy, backlog, SLA attainment, and productivity.

Qualifications

• Bachelor's degree in Business, Supply Chain, Logistics, or related field.

• Minimum 3 years of experience in Order Management or Order-to-Cash operations within a Shared Services, GBS, or multinational environment.

• Proven experience in managing complex customer orders, issue resolution, and stakeholder engagement.

• Proficiency in ERP systems (SAP preferred) and Microsoft Excel.

• Strong analytical, communication, and customer service skills.

• Ability to work effectively with global stakeholders and cross-functional teams.

• Demonstrated ability to support process improvements, drive operational excellence, and meet service delivery targets.

• Experience in KPI reporting, SLA management, and continuous improvement initiatives is highly desirable.