General Information:

Responsible for providing order management services to clients. Activities include helping clients to handle order quoting, order processing; order fulfilment, review of orders, order entry, order dispatch & support, order payment etc. for their customers. Ensures timely release of orders and a fulfilment of pre-established standards and policies to achieve customer satisfaction. Monitors and resolves order issues and processing errors. An Experienced Para-Professional (S2) requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education. May require the following proficiency: Works under moderate supervision. Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures. Communicates information that requires some explanation or interpretation.

• Single point of contact for customers/"the voice of the customer" for all post- order transactions. Develop a knowledge of the customer; identify and predict customer needs.
• Provide quotes, processing orders, acknowledgements, requests for information, etc. Coordinate communication to and from customer including product information, engineering, production, quality, test, shipping, service, warranty, ect.
• Review customer order; verify customer information and notes. Maintain customer records and documentation. Work with confidential customer information. Accurately log all customer interactions in data management system
• Input and track orders, change notices and cancellations. Respond to customer queries and product needs.
• Promptly identify and escalate customer issues for resolution. Diagnose, troubleshoot and resolve issues over the phone in a fast paced environment. Answer incoming support requests via phone, email or web portal. Analyze problems and inquiries related to Service Level agreements
• Complexity of Tasks: Under limited supervision, exercise discretion and judgment to perform duties that may involve moderately complex problems. Requires understanding of techniques, practices and procedures related to specific assignment and general knowledge of related functions. Requires strong communication skills to influence and negotiate with customers. Requires technical knowledge of Company and competitors' product lines. Requires ability to resolve complex problems and to recognize and communicate importance of changes in the marketplace. Travel and availability for communications in any time zone may be necessary.
• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

• Qualifications: High School diploma and 5 to 9 years of experience or a special combination of education and experience and/or demonstrated accomplishments.
• Candidate must already have work authorization that would permit them to work for Hitachi Energy in the United States