Order Management Specialist

Job description

Join our Pioneer Account in BGC, Taguig supporting one of the world's largest Food & Beverage companies and take your career to the next level

Be a #KaInfoscion and become an ambassador of our core values - CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.

We're looking for individuals with Export Order Management background ideally from FMCG industry but all other industries are highly encouraged to apply. This job role operates on an ANZ time zone supporting Kraft Heinz Company.

Overview of the role but not limited to:

• The Export Order Management Specialist is responsible for processing export orders accurately and on time, while supporting customer queries and day-to-day stakeholder coordination across the order process.
• The role works closely with warehouses, Sales, Customer Excellence, and Export Documentation stakeholders to ensure orders are entered correctly, issues are managed promptly, and service levels are maintained across a distinct system and process environment.
• The role plays an important part in delivering reliable execution and strong operational support across the combined domestic and export order scope
• Assist customers via calls as the major support channel (channels may also vary depending on the program and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization’s and client's SOPs thereby ensuring customer satisfaction
• Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
• Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Execute transactions as per the prescribed timelines.
• Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization’s and client's SOPs thereby ensuring customer satisfaction
• Performs research or due diligence to resolve issues, educate clients, and promote client’s products and services; identify and offer new opportunities and solutions to meet customer needs as appropriate.
• Meet program specific KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) to ensure client satisfaction as part of employee performance evaluation
• Adhere to program specific processes, policies & procedures
• Perform assigned tasks and ad-hocs based on business need

Requirements:

• Diploma, bachelor’s degree, or equivalent relevant experience preferred.
• Relevant training in order management, customer operations, export operations or business administration desirable.
• 3+ years’ experience in export order management, customer service, or related operational roles.
• Experience working with stakeholders in a process-driven environment preferred.
• Experience in shared services, GBS, or delivery centre environments is an advantage.
• With no issues and concerns reporting onsite 100%. Candidates who live nearby our offices will have better advantages
• With no issues and concerns working on day shifts, shifting schedulesand split offs as necessary, working on holidays and weekends

₱35,000 Sign-On Bonus Mechanics

To qualify for the sign-on bonus, candidates must meet the following criteria:

• Must be hired for the Export Order Management position (Job Level: 3A) located in BGC, Taguig
• Joining period: On or before October 19, 2026
• Application source: Jobstreet
• Other terms and conditions apply

Why Infosys BPM Philippines?

• Quarterly Performance Bonus
• 24 Leaves annually
• Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire
• Outstanding career development opportunities and fast track career progression
• Enjoy a fair work-life balance.
• Learning and Development Trainings
• We value Inclusion and Diversity
• Great Place to Work - Certified

We would gladly accept all applications, but we DO NOT offer any roles for a permanent Work-From-Home setup, hybrid work setup, fixed dayshift schedules, fixed working schedules, fixed weekends off or pure non-voice. If any of the outlined instances may happen, this is based on internal business decision with certain requirements.