Position Description

Part of the Customer Order Service team, own one or both of the sub responsibilities listed below, with a strong focus on customer satisfaction, SAP data quality and on-time execution.

Primary Responsibilities

Media Order Entry

• Receive & Process medias orders for end users &/or dealers and offer support to the consumable dealers as required and check B2B blocked orders daily
• Ensure that order data are correct in SAP

• Own the complaints management process, developing and implementing recommendations for improvement
• Coordinate media returns process 

Equipment OTC

• Ensure that global standard equipment order management processes are applied and proceeded
• Ensure that order data are entered fault free into SAP
• Maintain SAP order data and adjust them as triggered through the order management tool
• Own SAP data and follow up on process errors with responsible teams – mainly Lead-to-order, Service Operation, Supply Chain and Logistics
• Own order management tool – cross-check communication triggers and follow-up on open issues (during start-up phase)
• Support on time product delivery
• Carry out the timely and accurate invoicing of equipment within the terms of customer contract and support revenue forecasting activities through the provision of timely and accurate data.
• Coordinate equipment returns process
• Identify process issues as well as systems & applications issues and communicate back to site management and IT 

General

• Be the focal point for any order related customer inquiries
• Ensure internal targets are met whilst delivering continuous improvements in customer satisfaction
• Work effectively as part of the wider SSC team alongside Customer Service, LTO and other Service Center functions 

Key/Critical Competencies

• Strong customer focus
• Good attention to detail
• Process driven
• Good telephone manner
• Good general SAP knowledge transactions & implications
• Ability to multi-task and prioritize activities
• Multi-lingual
• Strong inter-personal skills and a good team player
• Knowledge of CSH products
• Strong English language skill or Strong Japanese language skill