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Honeywell Experience Customer Experience Professional 
Australia 
211267710

25.09.2024
JOB DESCRIPTION

ExpCust Exp Professional
KualaLumpur

Key Responsibilities:

  • You hold a key role incoordinating and providing support to order management customer services tasks, responsible for end-to-end order processing in SAP.(such as order entry, administration, shipping, invoicing)
  • Receiving orders and scrutiny of the PO
  • Checking Price approval.
  • Accurately process customers’ orders & Order Booking in SAP.
  • Provide orders confirmation to sales team & customers.
  • Sharing Performa invoice with Sales and Customer for making the payment if any.
  • Generating pick slip and sharing with 3rd party logistics.
  • Work with procurement department to determine ETA for any order items not in stock.
  • Communicate with customers on discrepancies, order conflicts, and shipping delays.
  • Process Return Merchandise Authorizations (RMA). Resolve shipping-errors/rejects/damages of orders, process warranty requests.
  • Generating Debit Note and Credit etc.
  • Work on Open Order Report’s order status and ETA with Sales/ Customer.
  • Create quotations in SAP.
  • Convert an order from a quote to a sales order in company’s ERP system and ensure completeness and accuracy.
  • Process PO changes as required.
  • Identifying and correcting transactional order issues.
  • Work closely with supply counterpart to maximize customers’ order fulfilment.
  • Manage and respond to issues pertaining to order related queries. (Email, Chat & Call)
  • Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close loop to all escalations.
  • Host and/or attend any regularly scheduled or ad-hoc meetings with the customer and/or sales team.
  • Actively participate in continuous improvement efforts in processes. Provide feedback and suggestions for continuous improvement of customer service operations.
  • May be required to perform additional duties, ad-hoc projects and responsibilities as assigned by management.
  • Must have the ability to work beyond the standard workday schedule to meet customer or business requirements, on an as needed basis
  • Maintains and accurately update customer’s enquiry, problem, and resolution into the case management system (Salesforce)
  • Following Honeywell policies and legal policies.
Requirement
  • Diploma in Business, Supply Chain or equivalent practical experience are welcome to apply.
  • Fresh graduates from university with quick learning capability and high potential are welcome to apply.
  • Excellent verbal, written and interpersonal communication skills and telephone etiquette.
  • Eager to learn, initiative taker and problem-solver.
  • Proactive and continuous improvement attitude.
  • High problem solving and priority skills.
  • Thrives in fast and dynamic environments.
  • Ability to work under high pressure.
  • Must be customer service and result oriented.
  • Knowledge of Order management tools, SAP & CRM application Salesforce (SFDC) is a plus.
  • Proficiency in Microsoft Office, especially Excel.
  • Able to work during public holiday.
  • Willingness to work beyond the standard working hours.
  • Support Pacific customers.
  • Functional Knowledge of Operations, Inventory management, Strong Customer Relationship
  • Added advantages if have experience in Contact Centre environment handling inbound calls, emails and live chats.

Additional Information
  • JOB ID: HRD239728
  • Category: Customer Experience
  • Location: UOA Corporate Tower, Avenue 10, The Vertical,,Bangsar South City, No. 8, Jalan Kerinchi,Kuala Lumpur,WILAYAH PERSEKUTUAN,59200,Malaysia
  • Nonexempt