As an Order Management Specialist, you will be providing internal and external customer support (e.g. technical, order assistance, payment-related assistance) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction.
Reporting to Project Operations Manager, you will be responsible for communicating proactively to the concerns, inquiries and requests received from the customer and establishing good and professional relationship with the customers by timely responsiveness.
Ensuring the timely resolution of customer issues received that are within his / her own scope (e.g. order, technical, payment), and if otherwise, by coordinating with Sales and other internal and / or external teams.
Promoting feedback from the customer via NPS Surveys and engaging in effective communication that enables ideas for issue resolution and fulfills commitments by planning and organizing priorities.
Ensuring quality of data in the tools (e.g. SAP, Salesforce,) used in performing Order Handling function and Preparing and analyzing regular statistics (e.
g. delivery forecast, revenue and collections) using available tools and collecting relevant information.
Tracking regular target performance and provides results to management and coordinating with relevant process owners, external partners and customers the necessary actions in order to achieve business targets.
Ensuring the timely processing of customers’ orders from order booking to collection and processing the purchasing of materials and services per customers’ requirement.
Monitoring the status of orders to ensure the delivery of goods and services within the contractual date and proactively provide the order status and updates to customers.
Abides to the company’s rules and regulations pertaining to Safety and ABB’s code of conduct and practice and participates in the HSE initiatives.
Bachelor of Engineering or Graduate of any 4 years course
Experienced in SAP and customer service support from a fast pace environment is preferred.
Proficient in oral and written English communication
Knowledgeable in using MS Office Application.
Knowledgeable in MS Project application
Demonstrate high attention to detail and maintains high quality standards of workmanship.