Order Management Analyst (Spanish Speaker - MidShift)
HybridTaguig, Metro Manila, Philippines
Taguig, Metro Manila, PhilippinesHybridFull TimeMid LevelBachelors DegreeEnterprise
Full TimeMid LevelBachelors DegreeEnterprise
Job Summary
Manage customer orders and inquiries via Salesforce, accurately entering data into SAP and resolving conflicts regarding pricing, terms, and products. Ensure electronic orders flow correctly into the system while handling specialized tasks, simple claims, and complex annual returns or freight disputes. Collaborate with Spanish stakeholders to recommend products and coordinate with pricing, supply chain, and master data teams to fulfill orders and maintain stock availability. Resolve complaints, identify process improvements, and lead projects to optimize customer service processes and satisfaction.
Required Qualifications
- Bachelor's degree or equivalent
- 2-5 years of experience in Customer Service, Order Management or Suppy 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 Latin America or EMEA region
- Spanish: CEFR Level B2 or above, with the ability to communicate effectively in a business environment
Desired Qualifications
- Work collaboratively with Spanish stakeholders and customers
- 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 spec to meet customers' requirements. 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 availablity and provide product information to customer
- Coordinate with various departments such as pricing, supply chain, master data, etc as needed to completely answer customer inquirires
- 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
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