Specialist, Order Management - Customer Care

The Position

Join our team as an Order Management Specialist - Customer Care, where you'll deliver exceptional customer support across multiple channels, including email, case management systems, and self-service platforms. You'll serve as a key link between customers, sales teams, and internal stakeholders, resolving inquiries related to account management, billing, orders, and escalations. This role requires strong communication, problem-solving, and customer service skills to ensure timely resolution, accurate documentation, and a seamless customer experience. 

Duties and Responsibilities

• Provide customer support through shared mailboxes, ticketing systems, and case management platforms.
• Manage inquiries related to orders, invoicing, deliveries, pricing, products, and marketing programs.
• Serve as the primary contact for sales order status updates and order-related concerns.
• Process sales orders creation, order corrections, returns, credit/debit memo requests, and order release activities.
• Investigate and resolve customer issues while ensuring timely follow-up and case resolution.
• Maintain accurate documentation of customer interactions and case records.
• Collaborate with cross-functional teams including Finance, Accounts Receivable, Order Management, and Local Team in Logistics, Supply Chain, Customer Care, and Sales Team to ensure seamless service delivery.
• Support process improvements, standardization initiatives, and continuous enhancement of the customer experience.

About our future employee

You must have at least 1 year of experience in order management processes.

Additionally, we are looking for a candidate with:

• Bachelor's degree in Business Administration, Supply Chain, Finance & Accounting, Logistics, or a related field (students nearing completion may be considered).
• Experience with SAP (Sales Order Processing, Pricing, and Billing); SAP MM knowledge is of priority. 
• Familiarity with Salesforce, CRM/ERP systems, Genesys, and Microsoft Office.
• Strong customer service, analytical, problem-solving, issue resolution and communication skills.
• Excellent English communication skills, both written and verbal.
• Highly organized, detail-oriented, and capable of managing multiple priorities.
• Strong stakeholder management and collaboration skills.
• Experience supporting global operations is preferred.
• Willing to work permanent night shifts supporting U.S. business operations. 

Click here to know what it looks like working at Boehringer Ingelheim Business Services Philippines Inc.