Role Purpose
Sales Order Management Operations including - Alerts & Exceptions, Incident and Problem Tickets, Reports & Manual Processes
• Action Sales Orders by following step by step processes documented in client provided SOPs
• Create incident tickets for Sales Orders that are not able to be actioned
• Manage and report on Sales Orders needing action until resolution
• 24/7/365 production monitoring
• 24/7/365 production support
• Update/respond to Pending Tender forms for system or transactional error in Sales Order to correct inventory variances
that stores are unable to correct themselves
• Create, respond and validate incident and problem tickets based on processes documented in SOPs
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Other requirements
• Responsible for completing login hours and adhering to break schedules. Manage progress of Sales Orders within
committed time lines.
• Responsible for meeting all client metrics as per the SLA.
• Attend respective team meetings/huddles.
• To update oneself with changes in the process flow or in the company and/or floor policy
• Accept & incorporate regular feedback from the immediate supervisor based on performance & behavior.
• Ensure compliance to floor & company policies.
• Production of customer reporting using MS-office Suite (MS Word & MS Excel) if required.
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Team Leaders
Performance review
HR
Hiring and employee engagement and retention
Training Team
Capability development
Technical Lead
Training, issue escalation/ resolution
External
Client
Query Resolution
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
- Behavioral Competencies
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
Deliver
No.
Performance Parameter
Measure
1.
Process
No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2.
Self- Management
Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
- College Graduate (4-year course)
- Work experience in a BPO sector of up to 2 years.
- Preferable experience in Customer Service, Sales Order management in Retail/Consumer/Manufacturing domain
- High-level written and verbal communication skills.
- Responsible for managing the ordering activity for the organization, including timely and accurate entry and processing of all orders received.
- Input customer orders into SAP and inform the customer of any out of stock items. Be willing to work onsite and on rotating shifts and flexible schedules.
- High-level written and verbal communication skills.
- Responsible for managing the ordering activity for the organization, including timely and accurate entry and processing of
- all orders received.
- Input customer orders into SAP and inform the customer of any out of stock items.
- Be willing to work onsite and on rotating shifts and flexible schedules.
- Preferable experience in Customer Service, Sales Order management in Retail/Consumer/Manufacturing domain.