Order Experience Representative, II
MY-Penang
APAC
Req #: 108565
Type: Employee|Employee|Regular Full-time
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Overview: The Order Experience (OEX) organization is responsible for all aspects of customer care related to the quote-to-order process, including people, process, tools and customer satisfaction. The team is responsible for the accurate entry of purchase order and/or Service Contract information from the sales team or directly from Zebra's customers into Zebra's system. They act as a subject matter expert on all matters related to the product and/or service contract orders, responding to inquiries from management, Zebra's sales teams and the customer. Responsibilities: * Enters new product and/or service contract order data into the system, ensuring data accuracy and process adherence. Assigned accounts may include complex contracts with variable billing arrangements or multi-contract consolidation requirements. * May be assigned as primary contact / account representative for a key account / key customer. * Meets or exceeds all departmental or individual metrics associated with performance against service level agreements. * Provides price quotas on request. * Ensures proper recording and tracking of all assigned orders * Responds to customer or internal inquiries regarding order status, invoices, service contract entitlements etc. * Independently coordinates with other internal departments regarding order status, invoicing, credits, shipping dates, product availability, quality issues, damaged or mis-shipped product, service repairs, etc * Engages management as required for assistance in addressing new or complex issues. * Adheres to OEX customer strategy, leads by example and follows our customer principles. * Delivers a positive ordering and invoicing experience to our customers and partners. Qualifications: Minimum Education: High School or equivalent. Minimum Work Experience (years): 1 - 2 years. Key Skills and Competencies: * Strong data entry skills with attention to detail and quality. * Strong process adherence. * Fluent level of English (written and verbal) as well as local language as applicable * Intermediate level skills in Microsoft business applications including Word, Excel and Outlook. * Customer service values / orientation * Solid knowledge of product and service order policies and processes * Solid professional work behaviors (attendance, teamwork, time management). * Strong communication skills (listening, providing clear and concise information, using proper language and communication channels. * Intermediate problem-solving skills. Position Specific Information * Able to telework - Yes
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