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Order Management Quality Analyst

Date: 03-Jan-2022

Location: Taguig City, Philippines

Company: Canon

Purpose 

  • Designing, developing, and implementing quality control framework which will help ensure adherence to quality standards set by the client. 

  • 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 

Quality 

  • Identify and understand client requirements to anticipate their needs 

  • Ensure positive customer experience  

  • Responsible for documentation and completion of required compliance documents in coordination with the Order Management Process Leads 

  • Assist the Operations Leads in the implementation of corporate policies and procedures and ensures compliance with Canon’s Standard Operating procedures 

  • Suggest process improvement efforts to ensure high and consistent standard of service. 

  • Responsible in verifying accuracy and collating of all information needed by the client. 

  • Contribute to team improvement initiatives and projects, including team tools and process changes. 

  • Prepares weekly QA reports to the Operations Leads. 

 

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 

Key competencies 

  • Driving for Results 

  • Continuous Improvement 

  • Living the Vision, Mission and Values 

  • Customer Focus 

  • Communicating Effectively 

  • Team Work