Customer Order Management Representative - Level I

Key Responsibilities:

• With minimal supervision, manage first-call resolution for customer orders and enquiries: Ability to manage a high volume of incoming routine customer communications (via phone and/or email) for order entry, respond to frequently asked questions (FAQs) and resolve common enquiries
• Process customer orders within the order management system, accurately and within the required deadline
• Compile and distribute export and shipping documentation to enable customer orders to be processed in a timely manner
• Publish confirmations and notifications to customers (for example: order acknowledgements, shipment notifications, shipment tracking details and/or invoices)
• Respond to customer enquiries by referring them to published materials, secondary sources, or transfer the enquiry to the next appropriate level of customer support
• Collaborate with the next appropriate level of customer support to seek resolution to challenging enquiries/complaints, providing documentation and continual communication to customer throughout the process
• Maintain accurate records of all internal and external interactions in the appropriate database/system
• Prepare and distribute standard internal and customer reports
• Support order management team goals and initiatives to become a more proactive customer support organization
• Identify and communicate areas for process improvement to Supervisor

External Qualifications and Competencies

Competencies:

- Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer focus

- Building strong customer relationships and delivering customer-centric solutions. Drives results - Consistently achieving results, even under tough circumstances.

Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Customer Support

- Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience. Order Life Cycle

- Demonstrates the phases of the end-to-end order life cycle, terminology and functional collaboration that enable customer orders to be fulfilled; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience Order Life Cycle Systems Knowledge

- Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution. Order Processing

- Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements Values differences

- Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

Experience:

Skills Required:-

Advance Excel required.

Good Communication Skills.