Order Experience Representative, II

Zebra Technologies; Simpang Ampat; Hybrid; MYR 30,000 - 40,000; Full time

Job summary

A leading technology firm in Malaysia is looking for a detail-oriented Order Experience Representative to manage customer orders and inquiries in a hybrid work setting. The role involves data entry, coordination with internal departments, and delivering exceptional customer service. Candidates should have at least a High School diploma and 1-2 years of relevant experience, with strong communication skills and proficiency in Microsoft applications.

Qualifications

• Minimum of 1-2 years of work experience.
• Fluent English and local language proficiency.
• Solid knowledge of product and service order policies.

Responsibilities

• Enter new product and service contract orders into the system.
• Act as primary contact/account representative for key customers.
• Coordinate with internal departments on order status and invoicing.

Skills

Data entry skills

Attention to detail

Process adherence

Customer service orientation

Strong communication skills

Intermediate problem-solving skills

Education

High School or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Remote Work: Hybrid

Overview

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being a part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about – locally and globally. Come make an impact every day at Zebra.

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

• Enter 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.
• Meet or exceed all departmental or individual metrics associated with performance against service level agreements.
• Provide price quotations on request.
• Ensure proper recording and tracking of all assigned orders.
• Respond to customer or internal inquiries regarding order status, invoices, service contract entitlements, etc.
• Independently coordinate with other internal departments regarding order status, invoicing, credits, shipping dates, product availability, quality issues, damaged or mis-shipped product, service repairs, etc.
• Engage management as required for assistance in addressing new or complex issues.
• Adhere to OEX customer strategy, lead by example and follow our customer principles.
• Deliver 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.
• 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

Telework: Yes