JOB SUMMARY

We are looking for a high-performing, detail-oriented, and growth-minded Production Support Associate (PSA) to join our Manila team for 6 months to support global markets and some of the world’s top brands. As a key member of the team, the PSA is responsible for managing the end-to-end order process for complex/high- dollar value orders while also serving as a mentor and role model for other Production Support Associates.

 The PSA assists in training and onboarding new team members, supports system testing, creates job aids, and shares best practices. This position is ideal for candidates who want to contribute to a culture of continuous improvement and take on additional leadership responsibilities within the team.

Experience Requirements

• 1+ years in sales operations, order management, supply chain, or branded merchandising.

• Experience managing complex orders and working with large-scale clients preferred.

• Prior experience mentoring or training team members is an advantage.

• Proficiency with industry tools, including Microsoft Suite (Excel, PowerPoint, Outlook, Teams), Salesforce, Oracle EBS, Smartsheet, Canva, and other relevant tools is highly preferred

• Advanced understanding of sales order management processes.
  

• Ability to manage and prioritize complex, high-value orders accurately

• Strong problem-solving and critical-thinking abilities, especially for escalated or complex issues

• Collaborative mindset, with the ability to work effectively across teams. High attention to detail and accuracy in documentation and data entry.
  

• Excellent English communication skills (written, verbal, and interpersonal)

Duties & Responsibilities

• Process and manage complex, high-value sales orders (25K and above), ensuring accuracy and alignment with client expectations

• Generate purchase orders in Oracle EBS, manage updates based on order scope changes, and oversee quality checks, proof approvals, shipping, and tracking to ensure seamless order fulfillment.
  

• Ensure timely invoicing within two business days of shipment completion

• Serve as a mentor to newly hired Production Support Associates by assisting with onboarding, sharing best practices, and providing ongoing support. Lead or participate in training sessions for the team, including system testing, process walkthroughs, and knowledge sharing.
  

• Develop and maintain job aids, process documentation, and training materials to support team efficiency.

• Support process improvement initiatives by identifying opportunities to streamline workflows.

• Proactively identify and resolve complex order-related issues, escalating as necessary to ensure customer satisfaction.

• Provide clear and proactive communication on order status to Account Managers, Client Service Coordinators, and Clients.

• Maintain accurate internal documentation and reports, including SSRM, C&R, and BE forms as required.

• Model Core Values and serve as a role model for professionalism, customer service, and operational excellence.

• Support account objectives by partnering with Account Managers and providing solutions for operational challenges.

• Meet individual performance metrics and contribute to overall team success.