Customer Serv Ops Associate
IN-HR-Gurgaon
Global Careers (External)
Req #: 48184
Type: Regular
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Overview: Key Responsibilities/Skills Required The candidate is required to support the Order Booking/Quoting process for the SW/HW orders for end customers of the organization supporting APAC region. The primary responsibility areas would comprise the following: . * Received, review and understand the customer purchase order and book the sales orders per the customer requirements in Keysight Ordering systems such as SalesForce, Oracle etc. Includes item configuration in the tool used. * Meet the SLAs of TAT and Accuracy * Includes working on change orders from the customers as per process guidelines/steps * Check the Order Acceptance Policy and ensure the criteria are met, while booking the order * Work with various internal teams including Sales Org, Approvals, Item Set up, Software team etc. to support the order booking activities * Address any queries from the customers and work internally with in Keysight to resolve these queries * Address any process queries from the team members booking the orders and preparing the quotes. * Develop and regularly review the Work Instructions of the process * Training of New Joiners or Cross Training of the existing team members on the process through defined training plans. * Drive the Monthly Audit Plans to review the orders/quotes completed by the team through the month. Includes doing the Audits by self for the subset of these. * Reporting of the monthly metrics to the manager including TAT and Accuracy metrics. * Identify and Drive Quality Initiatives making the process efficient and leaner, using the already established Quality Methodologies at Keysight. Support the team members as an SME for any Initiatives for the process Responsibilities: Key Responsibilities/Skills Required The candidate is required to support the Order Booking/Quoting process for the SW/HW orders for end customers of the organization supporting APAC region. The primary responsibility areas would comprise the following: . * Received, review and understand the customer purchase order and book the sales orders per the customer requirements in Keysight Ordering systems such as SalesForce, Oracle etc. Includes item configuration in the tool used. * Meet the SLAs of TAT and Accuracy * Includes working on change orders from the customers as per process guidelines/steps * Check the Order Acceptance Policy and ensure the criteria are met, while booking the order * Work with various internal teams including Sales Org, Approvals, Item Set up, Software team etc. to support the order booking activities * Address any queries from the customers and work internally with in Keysight to resolve these queries * Address any process queries from the team members booking the orders and preparing the quotes. * Develop and regularly review the Work Instructions of the process * Training of New Joiners or Cross Training of the existing team members on the process through defined training plans. * Drive the Monthly Audit Plans to review the orders/quotes completed by the team through the month. Includes doing the Audits by self for the subset of these. * Reporting of the monthly metrics to the manager including TAT and Accuracy metrics. * Identify and Drive Quality Initiatives making the process efficient and leaner, using the already established Quality Methodologies at Keysight. Support the team members as an SME for any Initiatives for the process Qualifications: Qualifications: Graduate in any stream through a Full-Time course, with experience of 5-6 years. Minimum Skills Required * Strong Knowledge of MS Office tools like Excel, Power point, Outlook etc. * Excellent verbal/written Communication Skills. * Requires previous experience of working on an ERP platform (preferably SalesForce/Oracle Order Management) * Know how of Order Life Cycle. * Good Analytical Skills to understand customers' requirements and translate into Order Requirements * Typing Speed of 35-40 WPM Desirable Skills: * Experience on driving any Cross functional projects. Understanding and experience of Quality Concepts and methodologies (Lean or Six Sigma) * Ability to understand business direction and map these into requirements and solutions.
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