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The Hershey Company Logo The Hershey Company · Finance

Order Management Associate II

Philippines, Makati, Metro Manila · Job Posted December 26, 2025
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Job Description

The Order Management Associate II will manage customer orders from time of receipt through invoicing. Work with OMA 1 in addressing business issues ensuring all processes are fully documented and followed. Represent Hershey Foods in a professional manner by maintaining and enhancing a positive business relationship with customers, business managers/ business unit, brokers and etc. Respond in a timely and effective manner to customer inquiries and provide sound business resolution to issue raised. Interact with other personnel within the Order Fulfillment process to assure that orders are delivered to meet customer expectations. Assists in the mentoring and training of new team members. Organizes and participates in customer meetings and ensure agreed Key Performance Indicator/ Metrics/ Service Level Agreements are met.

Job Responsibility

  • Manage customer orders from time of receipt through invoicing
  • Work with OMA 1 in addressing business issues ensuring all processes are fully documented and followed
  • Represent Hershey Foods in a professional manner by maintaining and enhancing a positive business relationship with customers, business managers/ business unit, brokers and etc
  • Respond in a timely and effective manner to customer inquiries and provide sound business resolution to issue raised
  • Interact with other personnel within the Order Fulfillment process to assure that orders are delivered to meet customer expectations
  • Assists in the mentoring and training of new team members
  • Organizes and participates in customer meetings and ensure agreed Key Performance Indicator/ Metrics/ Service Level Agreements are met
  • Process and Documentation
  • Business Issue Resolution
  • Manage order-to-invoice cycle for customer orders utilizing SAP system for general and Regional Customer Satisfaction Program Accounts
  • Enter phone and fax orders
  • manage incoming EDI and E-Mail orders, and review and clear orders from EDI workflow, blocked status and incomplete status in accordance with policy
  • Ensure timely release of orders held for credit review in accordance with policy
  • Ensure accuracy of appropriate promotions and pricing, and confirm material availability while considering version substitution opportunities
  • Proactively identify ongoing order issues and address root causes
  • Ensure that relevant system (SAP, Transportation Management, Citrix, and etc) profile information is up-to-date to ensure delivery of expected services
  • Take advantage of resourcing, stop-off combinations, and delivery appointment opportunities and to resolve daily operational issues
  • Request promotion variances whenever appropriate to gain approval for shipment outside a promotional window
  • Account Management
  • Communication and Collaboration
  • Customer Profile/ S&OP database/ Record Management
  • Key Performance Indicator/ Metrics/ Service Level Agreement/ Process Improvement Management
  • Internal/ External/ Sarbanes Oxley Audit Support

Requirements

  • With 2-3 years working knowledge and profanely on core SAP transactions including Order-to-Cash Management, Customer Master Maintenance, Credit Management, Pricing Master Maintenance, Material Master Maintenance, SAP standard reports both FI and SD Modules, and etc
  • Understanding of systems used in the Order Fulfillment process and interfaces between them (SAP, Transportation Management, Siebel, Manugistics, etc.)
  • Knowledge of transportation and warehousing concepts
  • forwarder and broker organization
  • Proficient in MS Office Applications (word, excel, PowerPoint, Visio, access, project, and etc.)
  • Excellent Customer Service skills including Interpersonal Communication Skills, Relationship Management, Collaboration Skills, and Teamwork Skills
  • With Order to Cash Process Knowledge, Understanding of Related Transactions, Policies and Guidelines and Performance Measurements
  • Excellent oral and written communication skills
  • Attention to detail, strong analytical and problem solving skills
  • Ability to use analysis tools in order to communicate metrics and improve service levels
  • Adaptive to fast and continuous change
  • Ability to organize and lead meetings
  • Ability to prioritize many tasks
  • Professional and trustworthy
  • Can work independently
  • Bachelor’s Degree required, in any relevant field
  • Must have at least 2-3 years of Order Management or any relevant experience
  • Must be proficient in using in any system: SAP, Oracle, and the like
  • Ability to work independently and take responsibility for deliverables
  • Strong work ethic, maturity in handling work
  • Demonstrates a sense of urgency in meeting deadlines
  • Amenable to a mid shift from 1:00 pm to 10:00 pm

Nice to have

  • Someone knowledgeable in S4 Hana is highly preferred
  • Background in any relevant field but keen on Order-to-Cash Management experience, Customer Service a plus
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