Duties and Responsibilities

• Prepare and send the guidance file along with other C& C reports related to the open order file (SOH, PO to vendor report, manual releasing, unconverted PR to PO, hypercare open orders) (Team Handling, Reliability, Productivity, E2E Resolution)
• Lead daily SIM meetings (Team Handling, Reliability, Productivity, E2E Resolution)
• Answer Tier 1 escalations from external customers and internal customers (Critical Escalation)
• POC for UATs, E2E and other updates and cascading and training the team (Team Handling, Reliability, Productivity, E2E Resolution)

• Process Champion - cascades process changes or updates to the team and ensures new instructions are disseminated to all team members. As process champion, SMEs should also ensure that QA and Training Team are informed and that relevant documentation are provided (Team Handling, Reliability, Productivity, E2E Resolution)

• Conduct meetings as needed Routinely receives and verifies the accuracy of customer purchase orders through email to case in BFO or through MySchneider portal and enters/modifies into SAP within 24 hours upon receipt (Team Handling, Reliability, Productivity, E2E Resolution)

• Acts a BCP for OMs on leave (Team Handling, Reliability, Productivity, E2E Resolution)

• This position is an essential supporting link between Non-Secure Power Sales and Service teams, the local logistics team, and our local distributors, Tech Support Team & customers. This person is responsible for Non-Secure Power Customer Care for order management and fulfillment coordination, from order entry, booking, dispatch and tracking of all Sales Orders, within Philippines Non-Secure Power Division. Work involves extensive dealing with Sales Team, Distributors, Resellers, End Customers, 3rd Party warehouse on matters such as order status, PO discrepancy, & order prioritization (Team Handling, Reliability, Productivity, E2E Resolution)

• This position works with the following key internal parties: • Commercial Teams • Finance • Pricing Team • Product and Configuration Teams • Tech Support Team • DC Planners • ANC Buyers • Logistics This position works with the following key external parties: • Distributors Product Managers and Buyers (Team Handling, Reliability, Productivity, E2E Resolution)

• Receives inquiries from internal and external customers and initiates and follow ups required action for response to resolve variety of order and customer related issues (Productivity, E2E Resolution)
• Liaise with cross functional group in GSC, Credit and Collection and Commercial Team (plants, warehouses, quality, etc) within the organization to ensure that orders will ship in a timely manner (Productivity, E2E Resolution)
• Efficiently process the orders with accordance to Customer Service Procedures and Policies (Productivity, Critical Escalation)
• Provide timely updates to internal and external customers about product and order inquiries, order status, order changes as well as current and/or anticipated issues (E2E Resolution, Productivity)
• Ensure orders are being billed on time by monitoring dispatches in the warehouse and sailing schedules for exports (E2E Resolution, Productivity)
• Receives customer complaints/disputes and monitors them in BFO provides timely updates, and sees them through the resolution (E2E Resolution, Productivity)
• Attend meetings and provides order fulfillment reports as needed (Team Handling, Reliability, Productivity, E2E Resolution)
• Provides feedback and suggestion on existing order fulfillment procedures and policies to increase efficiency (Team Handling, Reliability, Productivity, E2E Resolution)

• Chat support, manage order booking related chat inquiry (Lost Chat Rate)

• mySchneider/OCM promotion (Digital Adoption)

Qualifications

Education:

§ Bachelor's Degree required

Working Experience:

§ Preferably with Customer Service Experience (but fresh graduates are welcome to apply)

Business Understanding:

§ Computer Savvy

§ Good Command of written and spoken English and Filipino language

Others (e.g. language skills, technical skills):

• Action Oriented
• Can Deal with Ambiguity
• High Customer Focus
• Organizing and Time Management
• Process Management
• Team Player (Peer Relationships)
• Functional and Technical Skills (Issue Resolution etc.)
• Communication
• Collaboration
• Issue Resolution

§ Willing to work in hybrid set-up

§ Willing to work on weekends if needed

§ People Management Skills

Schedule: Full-time
Req: 009DC1