Specialist, Order Management - Customer Care

Boehringer Ingelheim Business Services Philippines, Inc.; Muntinlupa; On-site; PHP 391,000 - 614,000; Full time

Job summary

Boehringer Ingelheim Business Services Philippines, Inc. is hiring an Order Management Specialist - Customer Care to support customers across channels, coordinating with Sales, Finance, and Logistics to resolve inquiries related to orders, billing, and deliveries.

The role requires at least 1 year in order management, a relevant degree, and strong English communication. Experience with SAP, Salesforce, CRM/ERP systems, and MS Office is preferred; night shifts supporting US operations are

Qualifications

• At least 1 year of experience in order management processes.
• Bachelor's degree in Business Administration, Supply Chain, Finance & Accounting, Logistics, or related field (students nearing completion may be considered).
• Experience with SAP (Sales Order Processing, Pricing, and Billing); SAP MM knowledge is preferred.
• Familiarity with Salesforce, CRM/ERP systems, Genesys, and Microsoft Office.
• Strong customer service, analytical, problem-solving, issue resolution and communication skills.
• Excellent English communication skills, both written and verbal.
• Highly organized, detail-oriented, and capable of managing multiple priorities.
• Strong stakeholder management and collaboration skills.
• Experience supporting global operations is preferred.
• Willing to work permanent night shifts supporting U.S. business operations.

Responsibilities

• Provide customer support through shared mailboxes, ticketing systems, and case management platforms.
• Manage inquiries related to orders, invoicing, deliveries, pricing, products, and marketing programs.
• Serve as the primary contact for sales order status updates and order-related concerns.
• Process sales orders creation, order corrections, returns, credit/debit memo requests, and order release activities.
• Investigate and resolve customer issues while ensuring timely follow-up and case resolution.
• Maintain accurate documentation of customer interactions and case records.
• Collaborate with cross-functional teams including Finance, Accounts Receivable, Order Management, and Local Team in Logistics, Supply Chain, Customer Care, and Sales Team to ensure seamless service delivery.
• Support process improvements, standardization initiatives, and continuous enhancement of the customer experience.

Skills

Customer service

Communication

Analytical skills

Problem solving

Time management

English proficiency

Education

Bachelor's degree in Business Administration, Supply Chain, Finance & Accounting, Logistics, or related field

Tools

SAP

Salesforce

CRM/ERP systems

Genesys

Microsoft Office

Job description

The Position

Join our team as an Order Management Specialist - Customer Care, where you'll deliver exceptional customer support across multiple channels, including email, case management systems, and self-service platforms. You'll serve as a key link between customers, sales teams, and internal stakeholders, resolving inquiries related to account management, billing, orders, and escalations. This role requires strong communication, problem-solving, and customer service skills to ensure timely resolution, accurate documentation, and a seamless customer experience.

Duties and Responsibilities

• Provide customer support through shared mailboxes, ticketing systems, and case management platforms.
• Manage inquiries related to orders, invoicing, deliveries, pricing, products, and marketing programs.
• Serve as the primary contact for sales order status updates and order-related concerns.
• Process sales orders creation, order corrections, returns, credit/debit memo requests, and order release activities.
• Investigate and resolve customer issues while ensuring timely follow-up and case resolution.
• Maintain accurate documentation of customer interactions and case records.
• Collaborate with cross-functional teams including Finance, Accounts Receivable, Order Management, and Local Team in Logistics, Supply Chain, Customer Care, and Sales Team to ensure seamless service delivery.
• Support process improvements, standardization initiatives, and continuous enhancement of the customer experience.

About our future employee

You must have at least 1 yearof experience in order management processes.

Additionally, we are looking for a candidate with:

• Bachelor's degree in Business Administration, Supply Chain, Finance & Accounting, Logistics, or a related field (students nearing completion may be considered).
• Experience with SAP (Sales Order Processing, Pricing, and Billing); SAP MM knowledge is of priority.
• Familiarity with Salesforce, CRM/ERP systems, Genesys, and Microsoft Office.
• Strong customer service, analytical, problem-solving, issue resolution and communication skills.
• Excellent English communication skills, both written and verbal.
• Highly organized, detail-oriented, and capable of managing multiple priorities.
• Strong stakeholder management and collaboration skills.
• Experience supporting global operations is preferred.
• Willing to work permanent night shifts supporting U.S. business operations.