Order Management Coordinator

Date: 8 Feb 2024

Location: Angeles City, Philippines

Company: Canon

Essential duties:

The Order Management Coordinator will support Inbound/Outbound Email and Inbound/Outbound Phone transactions falling into the categories below but not limited to:
• Check all order / contract paperwork submitted is complete and correct
• Creating and updating accounts where applicable (with the approval from the Credit Application team)
• Enter and process all Direct Sales orders
• Provide regular updates on backorders to relevant salesperson.
• Raise Return Merchandise Authorisation (RMA) and credit / re-invoice where appropriate
• Liaise with the Implementations or Relocations team when there is a Machine Movement Request (MMR) for a Trade-In or Return

Primary Job Functions:
• Answer incoming calls / emails and respond to customer’s inquiries, process orders and effectively communicate resolution to customer’s issue.
• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• Demonstrate a high level of professionalism and strong customer service orientation.
• Update Call / Email Management database with details on each customer call in accordance with client procedures.
• Outline any charges and or guidelines to customers in accordance with client procedures.

Qualifications:

• Diploma or bachelor’s degree or with an equivalent Customer Service background is strongly recommended. Otherwise, any other basic degree or diploma.
• 1 year or more of full-time call handling experience in directory assistance/front desk/receptionist or other related tasks.