Production Support Associate

PRODUCTION SUPPORT ASSOCIATE (PROJECT BASED)

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WHAT IS A/AN PRODUCTION SUPPORT ASSOCIATE (PROJECT BASED)?

We are looking for a high-performing, detail-oriented, and growth-minded Senior Production Support Associate (Sr. PSA) to join our Manila team, supporting global markets and some of the world's top brands. As a key member of the team, the Sr. PSA is responsible for managing the end-to-end order process for complex/high- dollar value orders (25K and above), while also serving as a mentor and role model for other Production Support Associates.

This role requires an advanced level of operational expertise, the ability to guide and support new hires, and the willingness to contribute to process improvement initiatives. The Sr. PSA assists in training and onboarding new team members, supports system testing, creates job aids, and shares best practices. This position is ideal for candidates who want to contribute to a culture of continuous improvement and take on additional leadership responsibilities within the team.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

• Process and manage complex, high-value sales orders (25K and above), ensuring accuracy and alignment with client expectations.
• Generate purchase orders in Oracle EBS, manage updates based on order scope changes, and oversee quality checks, proof approvals, shipping, and tracking to ensure seamless order fulfillment.
• Ensure timely invoicing within two business days of shipment completion.
• Serve as a mentor to newly hired Production Support Associates by assisting with onboarding, sharing best practices, and providing ongoing support.
• Lead or participate in training sessions for the team, including system testing, process walkthroughs, and knowledge sharing.
• Develop and maintain job aids, process documentation, and training materials to support team efficiency.
• Support process improvement initiatives by identifying opportunities to streamline workflows.
• Proactively identify and resolve complex order-related issues, escalating as necessary to ensure customer satisfaction.
• Provide clear and proactive communication on order status to Account Managers, Client Service Coordinators, and Clients.
• Maintain accurate internal documentation and reports, including SSRM, C&R, and BE forms as required.
• Model Core Values and serve as a role model for professionalism, customer service, and operational excellence.
• Support account objectives by partnering with Account Managers and providing solutions for operational challenges.
• Meet individual performance metrics and contribute to overall team success.

WHAT ARE WE LOOKING FOR?

• 3+ years in sales operations, order management, supply chain, or branded merchandising.
• Experience managing complex orders and working with large-scale clients preferred.
• Prior experience mentoring or training team members is an advantage.
• 4-year college degree preferred but not required.
• Proficiency with industry tools, including Microsoft Suite (Excel, PowerPoint, Outlook, Teams), Salesforce, Oracle EBS, Smartsheet, Canva, and other relevant tools is highly preferred.
• Advanced understanding of sales order management processes.
• Ability to manage and prioritize complex, high-value orders accurately.
• Strong mentoring and coaching skills, with the ability to guide new team members and foster their development.
• Experience in creating and updating job aids, processing documentation, and training materials.
• Excellent project management skills, including multi-tasking, prioritization, and time management.
• Strong problem-solving and critical-thinking abilities, especially for escalated or complex issues.
• Collaborative mindset, with the ability to work effectively across teams. High attention to detail and accuracy in documentation and data entry.
• Excellent English communication skills (written, verbal, and interpersonal).