Operational Duties:
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Receives and processes complex customer orders, inquiries and/or complaints
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covering items or products ordered. Maintains an ongoing relationship with customers and sales
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staff.
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Uses knowledge of products, product availability, sales
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territories, and individual customers to provide a key communications link to the customer.
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Exercises judgment and discretion, and functions independently within authorized limits.
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Typically requires analysis, judgment, and sensitivity to customer needs.
Main Accountabilities of Order Management
- Manage customer portals
- Create delivery note
- Validation price agreement
- Monitoring EDI Orders
- Confirmation order details
- Manual order entry
- Manage order exceptions
- Send order confirmation
- Manage return
- Customer order delivery tracking
Issue credit note
Customer Care
- Answer customer questions regarding technical issues
- Forward customer request to product management
- Forward complex topics, dispute cases, technical support to respective responsible function
- Analyze internal request
Key Performance Indicators/Key Result Areas
Your Ones Score (Turn Around Time) Meeting or exceeding according agreed and defined Target
Escalation - = or < 2
Is able to provide RCA and CAPA for self
Active role player on activities: Individually contribute and, Support the team members to "think out of the box" mindset through brain storming sessions
Propose and Support Team Leader to Identify at least 2 processes/process steps that can be automated and use the RPA team to convert them into benefits
Performs Training and Mentoring
Does Audit and provides continuous inputs to Leads/TLS on the Gaps Identified
Suggest any updates/new exceptions to be recorded & maintained in-depth knowledge of all process documents, and use it as and when required before seeking help (Remove dependencies from Local/GPHs/Leads
Be an active role player in Efficiency and Productivity gain
Is flexible enough to adjust into business changing environments (Service Hrs, Stetch assignment)
Key Competencies
Demonstrated ability to adapt and respond appropriately to evolving work demands
Proven ability to problem solve and take appropriate actions
Must be detail orientated with strong analytical and mathematical abilities
Excellent interpersonal and communication skills (written and oral)
Demonstrated proficiency in meeting timely objectives
Must be able to work in a fast paced dynamic environment
Exellent communication and organizational skills, team player
