SAP Customer Order Processing/Management

Job Duty

Responsible to ensure customer satisfaction in providing service information and enquiries, complaints and feedback are attended promptly in professional manner.
Handle inbound customers inquiries & request via voice & alternate channel (eg. Whatsapp, chat, email & SMS) regarding TM Product e.g billing inquiries, technical inquiries and general inquiries.
To gather from the customer all the necessary information to fulfill their requirement and enter accurately into the appropriate system.
Responsible to ensure customer’s satisfaction in form of courteous and prompt service and update customers with accurate information.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

Ensure diligent follow up and fulfill promises made to customers.
Establish and maintain good relationships with customers, build better customer experience
Adhere strictly to the contact center standards operating procedures and guidelines.
Any other tasks as assigned by Supervisor.
Training 2 month will be online and office based (Depends on schedule and trainer module)
Once you start working if your performance is good, you may grant WFH arrangement flexibility