DESCRIPTION

The first point-of-contact for low to moderately complex customers regarding order entry, order modification, and general inquiries to ensure orders are processed on time.

Key Responsibilities:

• Customer Communication : 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 inquiries.
• Order Processing : Process customer orders within the order management system accurately and within the required deadline.
• Documentation : Compile and distribute export and shipping documentation to enable customer orders to be processed in a timely manner. Publish confirmations and notifications to customers (e.g., order acknowledgements, shipment notifications, shipment tracking details, and/or invoices).
• Inquiry Resolution : Respond to customer inquiries by referring them to published materials, secondary sources, or transferring the inquiry to the next appropriate level of customer support. Collaborate with the next appropriate level of customer support to seek resolution to challenging inquiries/complaints, providing documentation and continual communication to customers throughout the process.
• Record Maintenance : Maintain accurate records of all internal and external interactions in the appropriate database/system.
• Reporting : Prepare and distribute standard internal and customer reports.
• Team Support : Support order management team goals and initiatives to become a more proactive customer support organization. Identify and communicate areas for process improvement to the Supervisor.

• Education : High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
• Licensing : This position may require licensing for compliance with export controls or sanctions regulations.
• Experience : Minimal or no work experience required.

• 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.
• 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.

• Ticket Resolution : Resolve tickets within 24 hours.
• MITWA Issues : Reduce daily average MITWA issues from 30 to 5.
• MLP Program : Identify and deactivate fake mechanics from the system.
• Shift Timing:5:00 PM - 2:00 AM