Order Experience Representative, Senior ( Mandarin Speaking)
MY-Penang
APAC
Req #: 111327
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, tracking and filing of all assigned orders. * Responds to customer or internal inquiries regarding service contract entitlements, invoices and purchase orders. * 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 * May act as a process expert, trainer or mentor to Admin I and Admin II level team members. * May act as a representative of the OEX team in cross functional projects. * May run routine meetings with key customers or internal stakeholders leveraging web-based meeting technologies and using facilitation skills to effectively manage the meeting to successful outcomes. * May generate reports and perform simply analysis / interpretation of service order data at the customer, regional or product line level for internal use * Contributes to process / service improvement through identification of opportunity areas and proactive contribution to improvement discussions. * 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: at least Bachelor Degree and 5 years experiences or above Minimum Work Experience (years): 2 - 4 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. * Advanced knowledge of Order and contract policies and processes, including treatment of novel / unorthodox issues * Role model level professional work behaviors (attendance, teamwork, time management). * Strong communication skills (listening, providing clear and concise information, using proper language and grammar) * Intermediate problem-solving skills. * Solid professional work behaviors (attendance, teamwork, time management). * Strong communication skills (listening, providing clear and concise information, using proper language and communication channel)s. Position Specific Information * Travel Requirements - 0% * Able to telework - Yes * Personal Protective Equipment (PPE) Required - No * Safety Sensitive Role? - No
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