Provides the various internal stakeholders with product, delivery, pricing, claims/returns and program information. Manages orders, including order entry and order changes. Expedites orders and shipments with operations. Responsible for maintaining accurate customer information, validating price, verifying order terms and conditions, confirming routing rules and entering shipment, quantity and date information. Emphasis is on world class customer service that is a competitive weapon and contributes to the growth of the business.
"A. Oversee and manage order sources, including site-specific mailboxes and customer portals, to obtain purchase orders.
B. Receive, review, and complete selected purchase orders (PO) and PO modifications in various ERP systems, adhering to defined processes and utilizing provided tools.
C. Fulfill order requirements by verifying the price and quantity of each item, and process or load orders from customers in ERP systems such as MFGPRO/Siebel C360 / SAP with meticulous attention to detail.
D. Identify and highlight discrepancies in price, shipping locations, legal entities, etc., to customer/site stakeholders and request amended POs.
E. Analyze, qualify, and complete change order requests.
F. Expedite orders to prevent customer line-downs or machine downtime, processing emergency and expedited orders and shipments promptly.
G. Provide product information or leverage internal resources to fulfill requests.
H. Update sales orders (SOs) to reflect the dates of corresponding purchase orders for indent sales orders.
I. Demonstrate high accuracy, reliability, and timeliness in activities delegated by the sites.
J. Maintain accurate and organized order files and order acknowledgments.
K. Proactively communicate with external customers regarding order verification, order status, pricing, and shipment status in a timely manner.
L. Coordinate with operations to verify lead times, schedule customer orders according to delivery needs, and communicate special handling requests promptly.
M. Archive purchase order sales order acknowledgments in a central repository to meet compliance requirements.
N. Process orders and quotes in accordance with service-level agreements with site stakeholders.
O. Compliance and Risk Management: Ensure compliance with all relevant regulations and standards. Identify and mitigate risks associated with order management processes
"
Graduate/Postgraduate
Minimum 3 years experience in Customer Service, Call center atmosphere and or Materials related field.
"• Data entry skills, including proofreading
• MS Office (Outlook, Word, Excel, etc.)
• Good Communication skills (Verbal/Written)
• Keyboarding skills required – typing and 10-key. Minimum speed 35 WPM
• Flexibility and ability to multi-task required.
• Mathematical skills
• Reasoning ability
• Problem Solving Skills
• Out-of-the-box thinking
• Ability to quickly adapt to change and successfully manage urgent/high and multiple priorities.
• Understanding of Eaton Business Excellence Award (EBEA) requirements"