Customer Order Management Representative - Level I - SHOP

DESCRIPTION

The Customer Order Management Representative - Level I serves as the first point of contact for low to moderately complex customer interactions related to order entry, order modification, billing, and general enquiries. The role ensures accurate and timely order processing while supporting billing, allocation, and operational coordination to deliver a positive customer experience.

Key Responsibilities

• Serve as the first point of contact for customers regarding order entry, order modifications, billing, and general enquiries through phone and email.
• Manage high volumes of routine customer communications and ensure first-call resolution with minimal supervision.
• Process customer orders accurately within Oracle and other order management systems, ensuring adherence to defined timelines.
• Perform manual DN drop activities, including 1C activities over Service Requests (SR), especially during month-end billing cycles.
• Manage GST Hold, Manual Hold, Cancellation Hold, and perform hold analysis, cancellation, and rebooking activities.
• Support working day operations as per ILC requirements and provide urgency support during the last 10 days of every month to ensure timely billing.
• Update quality plans and ensure compliance with defined processes.
• Coordinate with the Operations (OPS) team for material allocation, ILC ISO transfer, and D2S activities.
• Follow up with OPS teams to ensure timely material allocation and order fulfillment.
• Compile, publish, and distribute customer communications such as order acknowledgements, shipment notifications, tracking details, and invoices.
• Prepare and distribute standard internal and customer reports.
• Update required data accurately in RPA links (Action 1, Action 2, Action 3).
• Maintain accurate records of all customer and internal interactions in relevant systems.
• Collaborate with higher-level support teams to resolve complex enquiries or complaints, ensuring continuous communication with customers.
• Identify opportunities for process improvements and proactively communicate them to the Supervisor.
• Support team goals and initiatives to enhance proactive customer support and operational efficiency.

• Communicates Effectively: Clearly conveys information across multiple channels, adapting communication to different audiences.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Drives Results: Consistently achieves outcomes even under time pressure or challenging circumstances.
• Self-Development: Actively seeks learning and growth opportunities through formal and informal development channels.
• Customer Support: Demonstrates proactive support across all phases of the order life cycle to ensure customer satisfaction.
• Order Life Cycle Knowledge: Understands end-to-end order processes and functional collaboration required for fulfillment.
• Order Life Cycle Systems Knowledge: Applies system-level knowledge to process orders, modifications, and customer queries accurately.
• Order Processing: Executes order receipt, exception identification, and resolution to meet customer requirements.
• Values Differences: Recognizes and respects diverse perspectives and cultures, contributing to an inclusive work environment.

• Basic understanding of Oracle and order management systems.
• Knowledge of customer order management processes and order life cycle.
• Familiarity with billing processes, manual DN drops, and month-end urgency handling.
• Understanding of GST and various order hold types and resolution processes.
• Ability to update quality plans and perform RPA-related data updates.
• Strong customer service orientation with attention to detail and accuracy.
• Effective written and verbal communication skills.
• Ability to manage multiple tasks and high-volume workloads efficiently.
• Basic reporting and documentation skills.
• Collaborative mindset for working with cross-functional teams.

• Minimal or no prior work experience required.
• Entry-level candidates with foundational knowledge of customer service or order processing are encouraged to apply.

• High school diploma or certificate of completion of secondary education, or equivalent experience in accordance with applicable regulations.