Spanish-Speaking Order Management Analyst (Hybrid)

Continental Industry; Taguig; Hybrid; PHP 400,000 - 560,000; Full time

Benefits offered by this job

Hybrid work setup

HMO upon hire

Values-based culture

Work-life balance

Learning opportunities

Job summary

Continental Global Business Services Manila Inc. in Manila is seeking a Customer Service/Order Management professional to handle queues and cases from Salesforce.com, enter orders into SAP, and ensure orders flow correctly through the system.

The role requires coordination with pricing, supply chain, and master data, along with handling routine inquiries and more complex claims. The successful candidate will have a bachelor's degree and 2–5 years in customer service or supply chain roles, with

Qualifications

• Bachelor's degree in a relevant field.
• 2-5 years of experience in Customer Service, Order Management or Suppy 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.
• Ensures that electronic orders flow into the system as intended.
• Resolve order conflicts (pricing, terms, products) and monitors orders through shipment.
• 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 alternative products or solutions to meet customers needs. If something is stocked out, offer comparable spec to meet customers requirements. Uses catalogs and software programs to provide recommendations and solutions to unique customer inquiries
• Perform SAP transactions to log, check order status, quote price and availablity and provide product information to customer
• Coordinate with various departments such as pricing, supply chain, master data, etc as needed to completely answer customer inquirires
• Function as universal back‑up specifically for specialized accounts/tasks.
• Resolve complaints and conflicts as they relate to keeping customers satisfied. Communicate issues to management and work to resolve/settle disputes within company guidelines/policy.
• Seek to understand and identify new ways to offer value added services to customers. Complement and work in tandem with various ContiTech departments to improve customer experience.
• Identify process improvement opportunities and lead projects designed to implement the targeted improvements.
• Own and maintain of work instruction documents year to year.
• Become familiar with the customer service technology infrastructure in order to ensure best practices are used to optimize customer service processes and customer satisfaction.

Skills

Customer Service

Order Management

Supply Chain

Process Improvement

Communication

Education

Bachelor's degree

Tools

Salesforce

SAP

Job description

Continental Global Business Services Manila Inc. in Manila is seeking a Customer Service/Order Management professional to handle queues and cases from Salesforce.com, enter orders into SAP, and ensure orders flow correctly through the system.

The role requires coordination with pricing, supply chain, and master data, along with handling routine inquiries and more complex claims. The successful candidate will have a bachelor's degree and 2–5 years in customer service or supply chain roles, with