Customer Order Management Representative - Level I

Key Responsibilities:

With minimal supervision, manage first-call resolution for customer orders and enquiries: Ability to 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 enquiries. Process customer orders within the order management system, accurately and within the required deadline. Compile and distribute export and shipping documentation to enable customer orders to be processed in a timely manner. Publish confirmations and notifications to customers (for example: order acknowledgements, shipment notifications, shipment tracking details and/or invoices). Respond to customer enquiries by referring them to published materials, secondary sources, or transfer the enquiry to the next appropriate level of customer support. Collaborate with the next appropriate level of customer support to seek resolution to challenging enquiries/complaints, providing documentation and continual communication to 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 Supervisor.

Competencies:

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.