Customer Order Processing/Management (AU) - SAP

Need to have own transport

This position will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. This position is genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction through effective management of the customer order processing. Accountable for timely and accurate response to Customer and Sales team’s inquiries and resolving Order to Cash (OTC) process issues. To maintain and enhance customer experience and relationships and in order to meet the organizational and operational objectives.

WHO CAN APPLY?

Degree in Business, Engineering, Logistics, Operations Management, Operations Research/Management Science, or a related field. 
A minimum of seven years of general business experience; critically including experience in customer service or sales 
A minimum of five years experience in roles 
Proven expertise in customer service operation
Experience or deep understanding of the various aspects of Deliver (Warehouse, Transportation, Customer Service,) and Supply Chain excellence standards.
Understands end-to-end supply chain functions and the critical process and system dependencies between Source, Make, Plan and Deliver functions
Strong experience/understanding of process design, standards definition and implementation
Customer centric mindset, track record of delivering customer-focused outcomes
Manage physical and mental condition well

Key Responsibilities

Ensuring the day-to-day order management activities are executed flawlessly and timely.
Works closely with market customer service to measure customer satisfaction relating to ordering process and delivery management.
Responding to customer queries in a timely and accurate way, via email or phone call which is customer preferred/designated.
Build sustainable relationships of trust through open and interactive communication.
Order management inclusive the following, but not limited:
Processing of orders, consignment fill up, billing and return management
Product recall handling – collection & replacement
Generate required report
Record all the transactions properly in the system/tools and prepare for the audit
Inquiry management such as price information, delivery status, delivery change, back order communication management etc. 
Actively notify management on the changing needs and recommends process changes to accommodate customer requirements. 
Responds to and resolves complex customer complaints. 
Work with 3PL/4PL to ensure service and order deliver on time to customers and collaborate on specific projects or initiatives to support business growth or process improvements. 
Ensure Customer Service activities are aligned with the total Supply Chain strategies. 
Participate actively in alignment and adherent to business objectives, policies and procedures. 
Complete all required training and continue learning to improve individual capability to provide better services to customers.
Strictly follow quality, compliance guidelines.
Meet KPI targets to support market revenue growth.
Take the extra mile to engage customers.
Ability to work along with specific market calendar.
Undertake any other duties or responsibilities deemed necessary for the advancement.

Key measures

The Position Will Be Measured Primarily On

Order management accuracy
Processing volume
Call quality
Case close lead time
Completion of annual program deployment roll-out (markets covered) targets

Technical Skills