Sales Operations Manager - Davao

Nestle Philippines, Inc.; Davao City; On-site; PHP 420,000 - 540,000; Full time

Job summary

Nestle Philippines, Inc. is seeking a Customer Operations Executive to ensure orders flow smoothly from entry to delivery and payment.

You will manage order processing, service levels, claims, and day-to-day coordination for key accounts or distributors, collaborating with Sales, Supply Chain, Logistics and Finance. Responsibilities include monitoring orders, resolving stock issues, tracking KPIs like OTIF and fill rate, supporting deductions and collections, and delivering data-driven reports

Qualifications

• Bachelor's degree in Business, Supply Chain, Industrial Engineering, Management or a related field.
• 3–5 years experience in customer service operations, order management or supply chain, preferably in FMCG.
• Familiar with order-to-cash processes and service KPIs (fill rate, OTIF).
• Strong Excel and data analysis skills; SAP or ERP experience is a plus.
• Good communication and ability to handle multiple priorities under tight timelines.

Responsibilities

• Process, monitor and validate customer orders accurately and on time.
• Keep orders aligned with customer agreements, pricing, trade terms and allocation guidelines.
• Address order issues such as stock shortages, cut-offs and order changes before they affect delivery.
• Track and improve key service KPIs such as fill rate, OTIF, order cycle time and backorders.
• Find the causes of service failures and agree on action plans with Supply Chain and Logistics.
• Prepare regular service level reports and present them to internal stakeholders and customers.
• Manage customer claims, returns, deductions and billing discrepancies through to resolution.
• Work with Finance on account reconciliation and timely collections.
• Make sure documentation complies with company policies and audit requirements.
• Serve as the main operational contact for assigned customers on orders, deliveries and concerns.
• Work with Sales and Key Account teams to support promotions, new product launches and customer programmes.
• Share customer inputs that support demand planning and stock availability.
• Keep customer master data and order records accurate.
• Look for ways to make processes simpler, faster and more efficient.
• Prepare data-driven reports and insights on customer operations performance.

Skills

Customer service operations

Order management

Data analysis

Education

Bachelor's degree in Business

Tools

SAP or ERP systems

Job description

Role Overview

The Customer Operations Executive makes sure customer orders move smoothly from order to delivery to payment. You'll manage order processing, service levels, claims and day-to-day coordination for assigned customers, such as key accounts or distributors. You'll work closely with Sales, Supply Chain, Logistics and Finance so customers get the right products, at the right time and in full.

Order Management

• Process, monitor and validate customer orders accurately and on time.

• Keep orders aligned with customer agreements, pricing, trade terms and allocation guidelines.

• Address order issues such as stock shortages, cut-offs and order changes before they affect delivery.

Service Level Performance

• Track and improve key service KPIs such as fill rate, OTIF (On Time In Full), order cycle time and backorders.

• Find the causes of service failures and agree on action plans with Supply Chain and Logistics.

• Prepare regular service level reports and present them to internal stakeholders and customers.

Claims, Deductions and Collections Support

• Manage customer claims, returns, deductions and billing discrepancies through to resolution.

• Work with Finance on account reconciliation and timely collections.

• Make sure documentation complies with company policies and audit requirements.

Customer and Stakeholder Coordination

• Serve as the main operational contact for assigned customers on orders, deliveries and concerns.

• Work with Sales and Key Account teams to support promotions, new product launches and customer programmes.

• Share customer inputs that support demand planning and stock availability.

Process Improvement and Reporting

• Keep customer master data and order records accurate.

• Look for ways to make processes simpler, faster and more efficient.

• Prepare data-driven reports and insights on customer operations performance.

Qualifications

• Bachelor's degree in Business, Supply Chain, Industrial Engineering, Management or a related field.

• At least 3-5 years experience in customer service operations, order management, sales operations or supply chain, ideally in FMCG.

• Familiar with order-to-cash processes and service KPIs such as fill rate and OTIF.

• Strong Excel and data analysis skills. Experience with SAP or other ERP systems is an advantage.

• Good communication skills and ability to handle customer concerns professionally.

• Strong attention to detail and ability to manage multiple priorities under tight timelines.