Specialist, Order Management PI - APAC
- Aveva
- 3 - 5 years
- Mumbai
- 5 months ago
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Job Description
This role will provide dedicated ownership and focus on the E2E subscription business process flow from quote, contract, fulfilment, service, and billing to smooth and delight the Customer experience. This role will work with other Global Process Owners (GPO) across the business to align and standardise the processes for subscription-based orders.
As part of the Global Business Operations Team member, Specialist, Order Management PI - APAC, will ensure the administrative aspect of the AVEVA order processing and customer service functions. This position focuses heavily on having an eye for detail and on being able to provide prompt and accurate responses to customer inquiries.
Responsibilities:
- Essential position to execute first line customer engagement.
- Consistently inputting and updating information to ensure accuracy of customer records.
- Fulfill decommissions, exchanges, and other install base change requests.
- Process and/or release orders in our transactional systems.
- Partnering with customers to ensure information is collected correctly for order processing including matching Quote, PO, and other agreements.
- Assisting with invoice management and resolution.
- Undertake complex assignments where considerable judgment and initiative are required in resolving problems, making suggestions, and implementing those recommendations.
- Provide local perspective on global policies in order to foster continued improvement.
- Supply feedback on customer experience to management, sales, and other groups.
- Creation and maintenance of master data, customer installed base records, cases, etc. within SAP, Salesforce and/or other systems currently in use.
- Acquire, maintain, and apply knowledge of PI software configuration and shippable parts.
- Assist and satisfy internal and external customers professionally in a friendly, collaborative and concise manner by providing required information.
- Escalate partner/customer problems, issues, and concerns to most appropriate person when necessary.
- Follow-up in a timely, accurate and proactive manner on open issues, tasks, activities, and unresolved items.
- Answer external phone calls and/or other communication requests from customers and assist with requests/questions.
- Perform self-audits to obtain high quality results in all processing requests.
Qualifications:
- Excellent interpersonal skills demonstrated through written and verbal communication in English
- Exceptional telephone customer service skills
- Highly motivated self-starter with experience in order processing
- Ability to work in a fast-paced environment
- Proficient in use of Microsoft Office products (Outlook, Word, Excel) required
- Experience with CRM Systems; SAP, Oracle and SalesForce knowledge is a plus
- Detail-oriented with the aptitude to manage multiple tasks
- Strong analytical, troubleshooting, and problem-solving abilities
- Ability to adapt to changing environment without sacrificing customer satisfaction or quality
- Strong organization skills
- Aptitude to maintain composure in stressful situations and time constraints
- Team player with a positive attitude
- Self-starter
- Fluency in English is mandatory.
- (Contractual Role - 1 Year).
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: AvevaLocation(s): Mumbai
Keyskills: sap oracle customer service ms office products troubleshooting order processing master data crm systems order management install base order fulfillment dbms sales billing sql plsql salesforce jcl cobol supply chain management linux cics crm
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