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Order Management Associate
Location
Philippines
Posted
2 days ago
Salary
0
Seniority
Mid Level
Job Description
Order Management Associate
Continental
• Accurately enter orders manually into SAP. • Ensures that electronic orders flow into the system as intended. • Resolve order conflicts (pricing, terms, products) and monitors 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 undershipping, overshipping, customer errors that require 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. • Uses catalogs and software programs to provide recommendations and solutions to unique customer inquiries • Perform SAP transactions to log, check order status, quote price and availability and provide product information to customer • Coordinate with various departments such as pricing, supply chain, master data, etc as needed to completely answer customer inquiries • Function as universal back-up specifically for specialized accounts/tasks. • Resolve complaints and conflicts as they relate to keeping customers satisfied. • Communicate issues to management and work to resolve/settle disputes within company guidelines/policy. • Seek to understand and identify new ways to offer value added services to customers. • Complement and work in tandem with various ContiTech departments to improve customer experience. • Identify process improvement opportunities and lead projects designed to implement the targeted improvements. • Own and maintain of work instruction documents year to year. • Become familiar with the customer service technology infrastructure in order to ensure best practices are used to optimize customer service processes and customer satisfaction.
Job Requirements
- Bachelor’s degree or equivalent
- 0-5 years of experience in Customer Service, Order Management or Supply Chain roles
- Order Management or Supply Chain Management experience required
- Small group project or process improvement initiative
- At least 2 years experience in a BPO or shared services environment working with Asia, Australia, Europe, South Africa, Latin America or North America market
- Amenable to working on a night shift schedule
Benefits
- Hybrid work setup
- HMO upon hire
- Values-based culture
- Work-life balance
- Learning Opportunities
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