Order Management Specialist

We are seeking an Order Management Specialist to join our team in Taguig, Philippines. As an Order Management Specialist, you will be responsible for order management via ESKER, process quality control, and touchless rate improvement while supporting customers across multiple EMEA countries and languages.

Responsibilities:

• Ensure timely order validation within the agreed target time and EMEA validation schedule
• Identify opportunities to improve the touchless order rate and reduce manual order validation
• Monitor rejected orders, identify recurring causes, and coordinate the required follow-up
• Monitor, track, and manage ITSM ticket and SFDC case queues to ensure timely handling and resolution
• Review customer purchase orders, emails, and supporting documents in different EMEA languages using approved translation tools
• Learn key words and commonly used order-related terms in relevant EMEA languages to support correct and timely processing
• Provide training and guidance to other teams to improve processes and ensure adequate input is provided
• Support continuous improvement and CI projects, particularly those focused on order-processing accuracy, efficiency, and automation
• Identify recurring order-quality issues and support actions to improve processing accuracy
• Cooperate with CSRs on the quality of documents submitted to ESKER and on related projects, improvements, teaching requests, and automation opportunities
• Work a mid-to-night shift aligned with EMEA validation hours, with flexibility to adjust working hours based on business requirements and the applicable CET/CEST schedule
• Provide operational support for urgent orders, processing concerns, and other EMEA ePOP requirements as needed

Requirements:

• Proficient in English communication, both verbal and written
• Additional EMEA language knowledge is an advantage but is not required
• Willing and able to learn key words and common order-processing terms in relevant EMEA languages
• Comfortable using approved translation tools to review customer orders, emails, and supporting documents in different languages
• Willing to work a mid-to-night shift aligned with EMEA operating and validation hours
• Flexible to adjust working hours when required due to CET/CEST schedule changes
• Experience with ERP systems and order-processing platforms
• Experience in customer order management is an advantage
• Experience with data quality, master data management, or familiarity with supply chain, manufacturing, or materials-management processes is preferred but not required
• Detail-oriented and comfortable working with operational processes and time-sensitive orders
• Proactive in managing assigned responsibilities and raising concerns that may affect order processing
• Collaborative team player who can coordinate effectively with Customer Service and other support teams
• Strong analytical and problem-solving skills
• Able to work independently while supporting multiple EMEA countries and processing requirements