0-2

Order Management Coordinator

10/3/2025

The Order Management Coordinator will handle inbound and outbound calls and emails, addressing customer inquiries and providing resolutions. They will also maintain documentation, process claims, and ensure a high level of customer service.

Working Hours

40 hours/week

Company Size

501-1,000 employees

Language

English

Visa Sponsorship

About The Company

Canon Business Service Centre Philippines, Inc. is a subsidiary company operating under Canon Australia Pty. Ltd. We are one of the world’s leading business process outsourcing (BPO) companies that caters to customers across APAC, Europe, and U.S. We offer smart business sourcing solutions to our customers for them to achieve efficient business processes, freedom to focus on their core business, and reach their business goals. Established in July 2010 in the Philippines, the company started operations with only 15 employees servicing one client. From then on, we have grown exponentially to over 800 employees and continues to grow across sites in Manila and Pampanga. The company obtained ISO 9001:2008 certification from SAI Global Limited, which is focused on meeting customer expectations and delivering customer satisfaction. Canon Business Service Centre Philippines, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to age, color, race, ethic or national origin, gender orientation/identity, religion, civil status and/or disability.

About the Role

Essential duties

The Order Management Coordinator will support Inbound Calls, Outbound Calls and Email transactions falling into any of these categories but may not be limited to:
• Process subsidies, claims, rebates and marketing funds
• Maintain Forms and any documentation for the above manuals, update Icon and communicate relevant changes to Business Partners
• Compile and Distribute click charge exception report on monthly basis.

Primary Job Functions:
• Answer voice messages / make outbound calls / emails and respond to customer inquiries, as well as effectively communicate resolution to the customer’s issue.
• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• Demonstrate a high level of professionalism and strong customer service orientation.
• Update Call / Email Management database with details on each customer call in accordance with procedures.
• Outline any guidelines to customers in accordance with procedures.
• Regularly stay updated with the latest product knowledge and technical skills using available resources.
• When required, to escalate issues outside of service boundaries to Team Leader.
• Assume responsibility for ensuring that customers' experiences with Canon exceed their expectations.
• Create a positive impression on Canon whenever interacting with customers.
• Undertake any Ad Hoc project or assignments assigned by Team Leader.
• Update the record if necessary and verify if information is correct through external tools.
• Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.

Qualifications

• Diploma or bachelor’s degree or with equivalent Customer Service background is strongly recommended. Otherwise, any other basic degree or diploma.
• 6 months or more of full-time call handling or email handling experience.

Key Skills

Customer ServiceCall HandlingEmail ManagementQuality MonitoringProfessionalismTechnical SkillsProblem SolvingDocumentationCommunicationCross-TrainingEscalationAd Hoc ProjectsProduct KnowledgeDatabase ManagementGuideline AdherenceCustomer Experience