Customer Service Representative II
Date: May 7, 2025
Location: Muntinlupa City, National Capital Region (NCR), PH, 1781
Company: W. R. Grace & Co.
Requisition ID: 24078
Built on talent, technology, and trust, Grace is a leading global supplier of catalysts and engineered materials. The company’s two industry-leading business segments—Catalysts Technologies and Materials Technologies—provide innovative products, technologies, and services that enhance the products and processes of our customers around the world. Grace employs approximately 4,300 people in over 30 countries.
Grace, a Standard Industries company, is a leading global supplier of specialty chemicals and solutions that enable industries to enhance modern life. Our customers use our catalysts, engineered materials, process technologies and fine chemicals to manufacture everyday products – like renewable fuels, pharmaceuticals and food packaging – better, faster and smarter. Our thousands of employees work to harness the power of science for a better world at our global headquarters in Columbia, MD and locations worldwide. For more information, visit Grace.com.
Job Description
Responsible for Order Management per Business Units. Support the department in processing orders in compliance. Orders must be placed in the system accurately and within the required SLA for supply plants’ visibility and production planning. Support the team lead and supervisor on projects and reporting.
Responsibilities
- Communicate any discrepancies, issues, potential delays to Sales Team and/or customers.
- Check for product availability and packaging requirements by customers.
- Check letter of credit requirements – to ensure Grace is able to meet the requirements for documentations and liaise with sales for changes needed.
- Follow-up and monitor on order shipment confirmation from supply plants and inform sales and customers promptly by sending order confirmation.
- Follow-up and monitor on shipment departure time with supply plants.
- Follow-up and monitor on shipping documents from supply plants to be sent to GOC/Customers.
- Perform other duties as required to support the department’s functional needs.
- Receive and acknowledge purchase orders from customers and sales support team within SLA.
- Responsible for order processing and order management of key critical customers.
- Review and ensure accuracy of shipping documents and send to customer on time, or before cargo arrival at destination ports
- Run process control reports to manage their area of responsibilities.
- Send SAP purchase orders to supply plants.
- Enter sales orders and process SAP purchase orders in the system promptly, or within the required SLA of 48 hours.
- Fully understand how bank processes work in relation to documentation submissions.
- Provide support and hands-on guidance, develop and coach teammates.
Skills and Abilities
- Detailed oriented, demonstrated ability to meet tight deadlines and manage multiple tasks.
- Team player who will share the workload when needed as a team.
- Strong interpersonal skills. Able to communicate to all levels in the organization and across functions.
- Proficient with the Microsoft Office® suite and SAP for Order Processing.
- Good written and oral communication skills including both oral and written fluency in English.
- Ability to work under pressure during month-end datelines.
Qualifications & Educational Requirement
- Bachelor’s degree (or above) in business or supply chain-related field.
- Supply chain or similar certification preferred.
- Experience in customer service, order fulfillment and order processing.
Benefits
- Guaranteed 14th Month Pay
- Above-market Retirement Plan Design
- LinkedIn Learning Access
- Established Performance Incentive Program
- HMO coverage for employees on day 1 (with pandemic coverage)
- Free HMO coverage for up to 3 qualified dependents
- Educational Assistance
Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.