Customer Order Management Representative

DESCRIPTION

Key responsibilities:

• To work with the OMCS team to load customer's orders globally for all customers, respond to customer's queries, work cross functionally to fulfil the role.
• Timely and efficient processing of customer orders.
• Liaises with internal production, planning & materials teams to ensure prompt, accurate and timely order throughput
• Support OMCS departmental goals and initiatives to become a more proactive customer support organization: develop, document and enhance standard sales administrative practices as they pertain to customer communication, manufacturing communication and order throughput processes.
• Communicate with staff from other areas in the organization such as production, warehouse, or logistics to confirm the status of orders and resolve customer complaints
• Performs order management tasks for a specific set of customers/accounts; responsible for the entire order lifecycle (order entry, order modification, logistics documentation).
• Acts as the single point of contact for the customer regarding information requests and order escalations
• Consistently demonstrates excellence in customer support (compassion, empathy, assistance) in all communications and interactions.
• Provides order confirmations to the customer base according to agreed timelines and process control.

• Communicates effectively - 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.
• 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

• A college or university degree, or an equivalent diploma/certification, is required
• Must possess strong proficiency in the English language, with the ability to communicate effectively in both written and verbal forms.
• Basic knowledge of Microsoft Excel

• A minimum of two years of proven experience in customer support is required.