Order Management Analyst

1 week ago

Makati City, National Capital Region, Philippines Continental Full time

Manage queues and cases (customer orders and inquiries) from Salesforce.com.

Answer customer inquiries completely and accurately.

Accurately enter orders manually into SAP.

Ensure that electronic orders flow into the system as intended.

Resolve order conflicts (pricing, terms, products) and monitor orders through shipment.

Ensure 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 under-shipping, over-shipping, customer errors requiring 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 specifications to meet customer requirements. Use catalogs and software to provide recommendations and solutions for unique inquiries.

Perform SAP transactions to log, check order status, quote prices and availability, and provide product information.

Coordinate with departments such as pricing, supply chain, master data to fully answer customer inquiries.

Function as a universal backup for specialized accounts/tasks.

Resolve complaints and conflicts to maintain customer satisfaction. Communicate issues to management and work to resolve disputes within company policies.

Identify new ways to add value to customer services. Collaborate with departments to improve customer experience.

Identify process improvement opportunities and lead projects for implementation.

Own and maintain work instruction documents annually.

Familiarize with customer service technology infrastructure to optimize processes and satisfaction.

Your profile

Bachelor's degree or equivalent.

2-5 years of experience in Customer Service, Order Management, or Supply Chain roles.

Experience in Order Management or Supply Chain Management required.

Experience in small group projects or process improvements.

At least 2 years experience in a BPO or shared services environment working with international markets.

Our offer

Replacement of Joy Ramos, promoted to Order Management Specialist effective March 15, 2025.

Ready to drive with Continental? Fill in the online application.

About us

Global Business Services Manila supports global stakeholders including NAR and EuroAsia markets.

Legal Entity: Continental Global Business Services Manila, Inc.

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