Order Management Associate

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Accurately input orders manually into SAP.

• Ensure that electronic orders are processed into the system as expected.

• Resolve conflicts related to orders (pricing, terms, products) and monitor orders through to shipment.

• Ensure fulfillment of orders (stock availability, order status, document requests, etc.)

• Correct EDI or electronic order errors by identifying the root cause.

• Manage specialized customers and tasks that come with specific instructions and requirements.

• Address simple claims such as under-shipping, over-shipping, and customer errors that necessitate straightforward credit/debit or returns.

• Handle more complex claims, including annual returns and freight claims.

• Respond to inbound calls for routine inquiries.

• Make outbound calls for routine inquiries, verification, clarification, and more.

• Understand and effectively recommend products and solutions to customers.

• Provide alternative products or solutions to meet the needs of customers.

• Utilize catalogs and software programs to offer recommendations and solutions for unique customer inquiries.

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

• Collaborate with various departments such as pricing, supply chain, master data, etc., as necessary to fully address customer inquiries.

• Serve as a universal backup specifically for specialized accounts/tasks.

• Resolve complaints and conflicts to ensure customer satisfaction.

• Communicate issues to management and work toward resolving disputes in accordance with company guidelines/policies.

• Strive to understand and identify new methods to offer value-added services to customers.

• Collaborate with various ContiTech departments to enhance the customer experience.

• Identify process improvement opportunities and lead initiatives aimed at implementing targeted enhancements.

• Maintain and update work instruction documents annually.

• Familiarize yourself with the customer service technology infrastructure to ensure best practices are utilized to optimize customer service processes and satisfaction.

⛳️ Requirements

• Bachelor’s degree or equivalent.

• 0-5 years of experience in Customer Service, Order Management, or Supply Chain roles.

• Experience in Order Management or Supply Chain Management is required.

• Experience with small group projects or process improvement initiatives.

• At least 2 years of experience in a BPO or shared services environment working with markets in Asia, Australia, Europe, South Africa, Latin America, or North America.

• Willingness to work on a night shift schedule.

🏝️ Benefits

• Hybrid work setup.

• HMO upon hire.

• Values-based culture.

• Work-life balance.

• Learning opportunities.