Expert Order Process Manager
2 days ago
You will work closely with the internal teams to maintain data accuracy, enhance automation, and enforce strict compliance with company policies and procedures. This will help minimize errors and disputes, ultimately leading to improved customer satisfaction and loyalty.
To excel in this role, you will need to possess excellent communication skills, attention to detail, and a strong ability to multitask. Additionally, you should be able to work effectively in a fast-paced environment and adapt quickly to changing priorities.
If you are a motivated and organized individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Key Responsibilities
- Review customer orders for accuracy and completeness, identifying errors such as invalid or superseded part numbers.
- Maintain a touchless order processing approach, managing variations between customer documents and system data.
- Support the transition of customers to an automated order management solution to enhance efficiency.
- Develop a strong understanding of key product lines to assist with order processing.
- Identify and suggest replacements or alternative products for discontinued items.
- Provide policy-compliant product guidance, ensuring 100% order accuracy and obtaining customer approval before processing changes.
- Communicate product details effectively and assist with order-related enquiries.
- Manage and update customer portals, ensuring strict compliance with company policies to prevent errors and disputes.
- Enforce strict order placement protocols, ensuring data accuracy before processing.
- Assist customers in transitioning to EDI or standardized invoicing and order submission methods to improve efficiency.
- Develop into a super-user and subject matter expert, ensuring compliance and optimizing process efficiency.
- Process customer returns and credit notes, ensuring strict compliance with company policies.
- Manage Return Authorization (RA) requests, verifying compliance before approval and processing.
- Coordinate with internal teams to resolve return-related discrepancies efficiently.
- Support various business applications such as Esker, Zendesk, MasterPack (MP5), and Microsoft Teams.
- Troubleshoot and resolve application issues, prioritizing urgent requests.
- Monitor and respond to open support tickets submitted through Zendesk & Trello.
- Escalate alerts that cannot be resolved to appropriate departments or sections within the business.
- Identify opportunities for process improvement and contribute to departmental initiatives.
- Collaborate with the IT team on AOE system change requests, issue management, and priorities.
- Communicate and negotiate effectively with customers to encourage the use of AOE solutions or Portals.
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