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Order Management Coordinator

Date: 20-Nov-2021

Location: Taguig City, Philippines

Company: Canon

Purpose

  • Processing of all Order types (incl. machines, accessories, solutions, spares, drums, consumables) and for all Channels
  • Provide centralized support for the Sales force with the key objective of ensuring all business conducted by the Sales force is project managed through to completion, efficiently and quickly as possible, whilst complying with company-, contract- and legal requirements.
  • Ensure the customer has a good experience of Canon through their contact

Essential duties

Operational

  • Own the end-to-end Order Management Process
    • 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
    • Monitor the order to delivery lead-time in accordance with the customer contract SLAs to ensure timely invoicing
    • Escalate orders that are pending credit clearance for internal and external lease
    • Monitor and clean up incomplete orders
    • Manage the loan/trial machine deliveries and collections from the customer’s site
    • Handle return process
    • 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
    • Liaise with Contract Management on the creation of complex orders
    • Liaise on transport SLA results and resolving any customer transport claims
    • Administer month end procedures such as customer query accruals, support sheet accruals and retro accruals.
    • 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

Performance measures

  • Prompt and effective administration of duties and responsibilities
  • Contribution to overall efficiencies of tasks through continuous improvement initiatives
  • Customer satisfaction and feedback

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