Specialist, Order Management - Customer Care

Boehringer Ingelheim; Muntinlupa; On-site; PHP 391,000 - 558,000; Full time

Job summary

Boehringer Ingelheim in Manila is seeking an Order Management Specialist - Customer Care to deliver outstanding support across email, case management systems, and self-service platforms, coordinating with sales and internal teams on orders and billing.

The requirements include at least 1 year in order management, a related Bachelor's degree, SAP experience (Sales Order Processing, Pricing, Billing), Salesforce/CRM knowledge, and excellent English communication; night shifts for US operations may

Qualifications

• At least 1 year of experience in order management processes.
• Bachelor's degree in a related field.
• Experience with SAP (Sales Order Processing, Pricing & Billing).
• Familiarity with Salesforce, CRM/ERP systems, Genesys, and Microsoft Office.
• Strong customer service, analytical, problem-solving, and communication skills.
• Excellent English communication, written and verbal.
• Highly organized with ability to manage multiple priorities.
• Willing to work permanent night shifts to support US operations.

Responsibilities

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

Skills

Customer service

Analytical skills

Problem solving

Communication skills

English proficiency

Stakeholder management

Multitasking

Night shift readiness

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

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.

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 year of 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.

Our Company

Boehringer Ingelheim is a biopharmaceutical company active in both human and animal health. As one of the industry's top investors in research and development, the company focuses on developing innovative therapies that can improve and extend lives in areas of high unmet medical need. Independent since its foundation in 1885, Boehringer takes a long-term perspective, embedding sustainability along the entire value chain. Our approximately 54,300 employees serve over 130 markets to build a healthier and more sustainable tomorrow. Learn more at www.boehringer-ingelheim.com.

Why Boehringer Ingelheim?

With us, you can develop your own path in a company with a culture that knows our differences are our strengths - and break new ground in the drive to make millions of lives better.

Here, your development is our priority. Supporting you to build a career as part of a workplace that is independent, authentic and bold, while tackling challenging work in a respectful and friendly environment where everyone is valued and welcomed.

Alongside, you have access to programs and groups that ensure your health and wellbeing are looked after - as we make major investments to drive global accessibility to healthcare. By being part of a team that is constantly innovating, you'll be helping to transform lives for generations.

Want to learn more? Visit https://www.boehringer-ingelheim.com