Specialist, Order Management - Customer Care

Boehringer Ingelheim GmbH; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Boehringer Ingelheim GmbH in the Philippines is seeking an Order Management Specialist - Customer Care to deliver high-quality multi-channel support and coordinate with sales and finance teams.

You will handle inquiries about orders, invoicing, deliveries, pricing, products, and marketing programs while ensuring accurate documentation and timely resolutions. The role requires strong customer service, communication, and problem-solving skills; night shifts for U.S. operations may be required.

Qualifications

• 1+ year experience in order management processes.
• "Bachelor's degree in business or related field; near completion considered."
• Experience with SAP (Sales Order Processing, Pricing, Billing); SAP MM preferred.
• Familiar with Salesforce, CRM/ERP, Genesys, and MS Office.
• Strong English communication, analytical and problem-solving skills.
• Highly organized with attention to detail and ability to multi-task.
• Experience supporting global operations is a plus.
• Willing to work permanent night shifts for U.S. operations.

Responsibilities

• Provide customer support via shared mailboxes, tickets, and case management.
• 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 orders creation, corrections, returns, credit/debit memos, and releases.
• Investigate and resolve customer issues with timely follow-up.
• Maintain accurate documentation of customer interactions and case records.
• Collaborate with Finance, Accounts Receivable, Order Management, Logistics, and Sales teams.
• Support process improvements and continuous enhancement of the customer experience.

Skills

Order management

Customer service

Communication

Problem-solving

Analytical thinking

Stakeholder management

Multi-channel support

Education

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

Tools

SAP

Salesforce

CRM/ERP systems

Genesys

Microsoft Office

Job description

Specialist, Order Management - Customer Care

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.