Customer Operations Specialist III-1

Overview

Process customer orders accurately across finished goods and parts, verifying pricing, customer details and shipping instructions, and resolve Tier I escalations and complex customer inquiries.

What you'll do

• Accurately and completely process orders from customers, sales representatives or dealers for both finished goods and parts.
• Verify pricing and discounting conditions of sales, customer's identity and location, shipping instructions, etc. to ensure data accuracy.
• Collaborate with and gather information from other departments to obtain information that will improve customer experience, i.e., Production Planning, Sales, Credit, Logistics, Finance, and Customer Support teams.
• Proactively review orders and inventory to better align both.
• Assist in knowledge transfer to Tier I team members.
• Process credit card orders and rebates.
• Analyze incoming order volume (EDI, Portal, Manual Entry, etc.) and proactively address potential order flow issues to optimize customer experience.
• Act as SAP Super User within functional area as assigned.
• Produce training documentation and process flows for designated workstreams.
• Transact moderately complex credit memos, return requests, no charge parts, and incorrect billing exchanges.
• Work cross functionally with teams to find resolutions for the customer.
• Prioritize and ensure steady workflows for all assigned distribution channels.
• Triage email inboxes for department.
• Provide excellent customer service over the phone and via email communication as required for Tier I escalations and complex customer inquiries.
• Effectively de-escalate customer issues and complaints.
• Assist with assigned Order to Cash queues as needed.
• Other tasks as assigned.

What you'll need

• Bachelor's degree in commerce, Business Administration, Supply Chain, Operations Management, International Business Finance, Economics, or related field.
• Typically 2-5 years of Order-to-Cash Operations, Order Management, Customer Support, Post-Sales Support, or related business experience, or equivalent demonstrated capability, relevant trainee experience, ERP exposure, leadership potential and strong educational credentials may be considered based on business need.
• Strong communication skills and experience working with global customers or stakeholders.
• Previous experience using SAP or equivalent ERP.
• Ability to manage a high volume of emails and transactions with a high level of attention to detail and accuracy.
• Advanced verbal and written communication, listening, administrative, time management and organizational skills.
• Ability to quickly evaluate a problem and provide effective solutions with a mutually beneficial outcome.
• Demonstrated ability to function effectively in a fast-paced team environment, while also having the ability to work independently and deliver results.
• Excellent customer service skills.
• Ability to investigate a situation objectively and utilize analytical skills to help identify root cause and corrective actions.
• Assertive, self-directed and motivated, with a positive attitude.
• Ability to work overtime or adjusted schedules during peak seasons, training, or business need.

Nice to have

• MBA or relevant postgraduate qualification.
• SAP Super User experience.
• Experience supporting US, global customers, manufacturing, shared services, GCC, or global business services.
• Experience creating training documentation, process flows, SOPs, or supporting process improvement initiatives.

Details

• Works under the direction of the Team Lead, Supervisor, or Manager; exercises judgment in problem-solving and exception handling within established guidelines and may mentor or train Level I team members.
• Office environment with frequent computer-based work, regular standing and walking, occasional lifting up to 25 pounds.
• Occasional travel.