Customer Service Executive - Order Management

Location: Maynila, Philippines

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

In the Philippines, Thales has been a trusted partner for over 20 years, supporting key customers across civil aviation, defence, and digital identity and security sectors. From banking and telecommunications to government services, Thales continues to provide solutions in technological advancements that bolster national security and enhance local defence capabilities.

Job Description

Overall purpose of the responsibilities:

• Develop close and confident relationship with Customers to satisfy their needs. Manage communication and relation with the Customer.
• Take total ownership on Customers’ Purchase Orders (PO) from their date of receipt to their delivery and invoicing.
• Co-ordinate the order treatment with appropriate Account Managers, Technical Consultants, Sales Operations, Order Administrators, Planning department and Logistics.
• Share customer knowledge to all relevant internal stakeholders
• Is responsible for Customers’ satisfaction and Service Excellence in terms of order treatment & follow-up from Customers’ point of view.
  
  
  

Tasks

• Act as main interface with Customers, Account Managers and Technical Consultants during customer’s purchase order treatment.
• Is responsible for order management once PO is in.
• Validate customers’ Purchase Orders, according to “Thales DIS Customer’s Purchase Order Review”
• Ensure customers’ Purchase Orders are registered in Thales DIS order entry systems to allow treatment by Planning dept.
• Plan the Sales Orders shipment date with the Manufacturing site as per Customer’s requested delivery date.
• Acknowledge Customer’s Purchase Order within 48 hours from its date of receipt.
• Coordinate Customers’ executables for Sales Order production (artwork validation, specific payment conditions, input files, etc.)
• Relay information around orders to/from Customers versus internal teams.
• Follow up the Sales Orders until their shipment and invoicing, in a proactive mode.
• In charge of Customers’ complaints registration and follow up.
• Contribute to the short-term billing forecast exercise in volume and to its achievements.
• Responsible for backlog report accuracy through ERP data update when relevant
• Contribute to inventory optimization based on inputs from the Supply Chain and through the selection of proper subitem at order booking level.
• Ensure that Customers’ Purchase Orders are entered accurately and timely matter.
• Provide the agreed reports to Customers.
• Attend some Customers’ meetings, assist Customers when visiting Thales DIS facilities.
  
  
  

Knowledge

• International sales administration and logistics (Letter of Credit, Payment Terms, Customs Rules…)
• System Tools: IT Literate (Microsoft Pack Office, …)
• ERP knowledge is a plus
  
  
  

Skills

• Customer oriented and availability
• Good organization skills
• Rigorous
• Self-initiatives
• Able to perform effectively under pressure
• Team player
• Good at interpersonal-& intercultural communication
• English (oral and written) and another language, according to the covered area
  
  
  

Education

• College Education and above
  
  
  

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.

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