Order Management Coordinator

Essential duties  

 Operational

•    Own the end-to-end Order Management Process
o    Check and ensure quote is complete, accurate and in accordance with the paperwork signed by the customer, including contract details, prior to creation and booking order
o    Monitor the order to delivery lead-time in accordance with the customer contract SLAs to ensure timely invoicing
o    Escalate orders that are pending credit clearance for internal and external lease
o    Monitor and clean up incomplete orders
o    Manage the loan/trial machine deliveries and collections from the customer’s site
o    Handle return process
o    Manage External Lease orders through to activation to ensure orders are activated and Canon receives prompt payment by lease partner
•    Process Movement Requests for customer collections using correct process and ensuring install base records are updated.
•    Checking the clean order requirements and working with external and internal customers to cleanse data or obtain additional information.
•    Contract Administration
o    Liaise with Contract Management on the creation of complex orders
o    Liaise on transport SLA results and resolving any customer transport claims
o    Administer month end procedures such as customer query accruals, support sheet accruals and retro accruals.
o    Responsibility for account maintenance such as pricing schemes to ensure correct reporting. 

Adhoc and Customer Service

•    Attend customer review meetings to audit queries and recommend enhancements to services provided.
•    Use reports for order status tracking and resolve any related issues.

Qualifications    

Essential

●    Specialist Knowledge: product and solutions knowledge to understand implications for order process
●    Previous Industry Experience: Sales and customer centric, accurate data entry and strong analytical skills.
●    Bachelor’s Degree holder in any business-related discipline

Personal qualities: 

●    Highly customer focused and delivery oriented
●    Strong communication skills to understand (internal) customer issues and to find ways to exceed customer expectations
●    Excellent organisation and planning skills
●    Attention to detail and quality conscious
●    Able to interpret, manipulate & use different forms of complex data