DESCRIPTION

Serve as 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 Order Management:

• Manage first-call resolution for customer orders and inquiries with minimal supervision.
• Handle 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.
• Process customer orders within the order management system accurately and within the required deadline.
• Compile and distribute export and shipping documentation to enable timely processing of customer orders.
• Publish confirmations and notifications to customers (e.g., order acknowledgements, shipment notifications, shipment tracking details, and invoices).
• 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 resolve challenging inquiries/complaints, providing documentation and continual communication to the 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 the Supervisor.

• Proactively manage customers' orders by working closely with global planners, global customers, Sourcing Team, Finance, and Invoicing Team.
• Provide visibility on customers' order status and shipment closure with reports on a weekly and monthly basis.
• Take the lead on issue resolution in day-to-day work activities.
• Interface and work proactively with other functions - internal and external global customers, Marketing, Material, Sourcing, Excise Team, Finance, IT Team, Invoicing, Transportation, and Accounts Receivable to help meet common business objectives.

• Minimal or no work experience required.
• Preferred experience in order management and customer service functions.
• Preferred working knowledge of export activities and freight forwarding.

• Good knowledge of Oracle and order management systems.
• Proficiency in MS Office and Excel for daily tasks.
• Basic knowledge of Power BI and dashboards.
• Ability to learn new things and accept new responsibilities based on new business initiatives.

• 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.
• 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.
• Order Life Cycle Systems Knowledge: Demonstrates the steps within each system screen to process customer orders, order modifications, and respond to customer queries.
• Order Processing: Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification, and resolution.
• Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.

• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.