Order Management Specialist

-; Kuala Lumpur; Hybrid; MYR 30,000 - 50,000; Full time

Job summary

A global energy company is seeking an Order Management Specialist in Kuala Lumpur, Malaysia. The role involves managing customer relationships and the order to invoice process, ensuring customer orders are aligned with brand offers. Candidates should have a university degree, proficiency in Korean, and at least 3 years of Customer Service experience. This position offers a hybrid working environment and various benefits.

Benefits

Life and health insurance

Learning opportunities

Company culture valuing diversity

Possibility to join social communities

Qualifications

• 3+ years Customer Service experience, exposure to sales or customer service.
• Understanding of customer needs and behaviors.
• Ability to handle difficult conversations with stakeholders.

Responsibilities

• Manage customer relationships and order to invoice process.
• Maintain accurate records in CRM and ensure customer orders are aligned.
• Log and track customer queries and complaints.

Skills

Customer Service

Communication

Time Management

Problem Solving

SAP experience

CRM platform skills

Education

University degree in Business Administration, Logistics, Supply Chain Management

Proficiency in Korean Language

Tools

SAP

Salesforce

MS Office

JDE

Job description

Job Description

As a leading global energy company, we provide heat, light and mobility to customers worldwide. Across the bp landscape, we're home to a range of brands across many areas of our industry. We're investing in today's energy system and helping build out tomorrow's. So while we're still in oil and gas, over the next decade we'll become a different kind of energy company. We're decarbonizing and diversifying our business, fundamentally transforming what we do so we can reach net zero by 2050 or sooner. We also have a strong mission to help the whole world reach net zero too – working across our industry to improve people's lives.

It's an exciting time to join bp. Meeting the energy challenge requires many different approaches and solutions. And as part of finance business & technology (FBT), you'll be fully connected into the world of bp. You'll play an increasingly important part within a network of like-minded colleagues on strategic projects that stretch across the globe. And it starts with you. There's a world of opportunities to build new skills, challenge yourself and grow a long-term career at FBT Malaysia. And no matter where you work, your role will have meaning, purpose and impact. So if you want to be part of a caring, supportive environment where you can realize your full potential, we're with you.

Job Purpose

The Order Management ("OM") Specialist is the customer's key contact point when placing orders for key markets in Asia Pacific region with special focus on Korean portfolio. The role includes managing customer relationship and end-to-end order to invoice process. The OM Specialist is expected to ensure that customer orders are aligned with brand offer before order placement, and keep customer appraised of the delivery progress. OM's are required to have a deep understanding of all Customer Service processes to enable a high percentage of first contact resolution and manage customer expectations through various contact channels. Order Management specialist need to have an ownership approach whilst serving customers in an end-to end Order to Invoice process.

Key Accountabilities

• Establish and manage strong relationship between distributor/supplier, customer and sales manager by being the primary point of contact for customers. Expected to have regular communication with purchasers, Sales Managers and Supply / Logistics staff to manage Customer expectations.
• Responsible for all day-to-day customer service related operational tasks such as, receiving enquiries and orders from customers with an assurance to deliver customer's expectations. Accountable to ensure all the orders are accurate, compliant, informative and good quality.
• Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in CRM platforms, Customer portals and data collection systems.
• Perform user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution.
• Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided.
• Ensure consistent delivery of set process performance indicators, applicable service level agreements in sync with external offer and internal functional guidelines.
• Ensure strong collaboration with Credit team to ensure sufficient credit for order can be processed smoothly.
• Highlight/bring up to superior/line manager for any potential issue with the order or Customer complaints that could result in issues. Responsible to record and log all customer complaints and non-conformances in given portals/databases.
• Support RCA process for all major compliants from the customer by coordinating closely with the business, operations and supply chain teams.

Education & Language Requirements

• University degree or equivalent experience OR equivalent degree in Business Administration, Logistics, Supply Chain Management
• Proficiency in Korean Language is mandatory for this role.

Experience

• 3+ years Customer Service experience, exposure to sales or related customer services activities.

Skills & Competencies

• Must demonstrate a strong understanding of customers' needs / behaviours
• Excellent written/oral communication skills and ability to build effective working relationships
• Strong time management and organisation skills, able to prioritise and handle urgent issues and escalations.
• Strong service orientation - demonstrating the ability to set and maintain high standards of customer service, actively looking for ways to enhance customer experience
• Strong problem solving skills. Capable of handling difficult conversations with Customers and other stakeholders.
• Highly motivated
• Experience in SAP, MS Office, Salesforce, JDE and CRM platform skills (proven) - advanced level of knowledge and application.

At bp, we provide the following environment and benefits to you

• A company culture where we respect our diverse and unified teams, where we are proud of our achievements and where fun and the attitude of giving back to our environment are highly valued
• Possibility to join our social communities and networks
• Learning opportunities and other development opportunities to craft your career path
• Life and health insurance, medical care package
• And many other benefits.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status!

Travel Requirement

No travel is expected with this role

Relocation Assistance

This role is not eligible for relocation

Remote Type

This position is a hybrid of office/remote working

Skills

Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer-Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

Legal Disclaimer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp's recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.