Customer Service Specialist O2C - Order Management

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Deputy Post Taguig City, Philippines

Work Arrangement Hybrid

Department Order to Cash

Contract Type Temporary (7 months)

Work Group WG4

Professional Level Experienced

Reporting to O2C Customer Service Team Lead

Customer Service Specialist (Order Management)

The Customer Service Specialist role sits under the Order‑to‑Cash (O2C) pillar within GBS Manila and is responsible for handling end‑to‑end O2C operations for finished goods, supporting JTI markets and third‑party partners.

The role works closely with internal and external stakeholders such as factories, service providers, Global Logistics, Finance, R&D, and market teams to support customer service and supply chain processes. Using SAP systems (ECC, IBP, and Transportation modules), the incumbent ensures accurate order processing, on‑time and in‑full deliveries, and correct billing for assigned markets and customers.

Overall, the position serves as a key coordination point between factories, suppliers, customers, markets, and logistics partners, ensuring smooth execution of operations in line with JTI policies, procedures, and standard ways of working

As a Customer Service Specialist, you will

• Process sales and purchase orders in SAP ECC/IBP, ensuring accuracy, timeliness, and end‑to‑end order fulfillment.
• Coordinate with factories, suppliers, logistics partners, and warehouses to ensure on‑time, in‑full deliveries, including shipment processing via SAP Transportation modules.
• Prepare and manage SAP and non‑SAP documentation (e.g., invoices, packing lists, export and transport documents) to support customs clearance and billing.
• Act as the coordination link between customers, markets, factories, and logistics partners, resolving operational issues and responding to business changes.
• Support compliance, audit, and control requirements (including J‑SOX), ensuring proper handovers, business continuity, and adherence to company policies.
• Partner with Finance on PO creation, goods receipt posting, invoice validation, vendor payments, and month‑end close activities.
  
  

Requirements

• Post‑secondary education in Finance, Accounting, or a related field.
• 2–3 years of relevant business experience in customer service, finance operations, or a comparable environment.
• Strong analytical skills with a high level of accuracy and attention to detail.
• Proficiency in SAP HANA and strong working knowledge of MS Excel and other MS Office applications. ServiceNow experience is a plus.
• Very good written and spoken English communication skills with the ability to interact effectively with internal and external customers.
• Proactive, adaptable, and able to work under pressure and tight deadlines, with a strong sense of ownership and continuous improvement mindset.
  
  

What to Expect?

• At JTI GBS, we prioritize your well‑being with comprehensive wellness initiatives, hybrid and flexible work setups, and benefits like daily meals and shuttle services. As part of our global business services hub, youll gain access to world‑class development programs and opportunities to collaborate, grow, and progress across JTI’s international markets.
  
  

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.

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