Order Management Coordinator

Canon Business Services ANZ; Taguig; On-site; PHP 335,000 - 469,000; Full time

Job summary

Canon Business Services Centre Philippines is seeking an Order Management Coordinator to support inbound, outbound and email transactions across parts ordering, customer inquiries, and order processing. You will work within QA guidelines and maintain high professionalism to ensure customer satisfaction.

Responsibilities include identifying issues, updating databases, communicating charges per procedures, and collaborating with the Team Leader on escalations.

Qualifications

• 3 months or more full-time call handling or email handling experience.

Responsibilities

• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• Demonstrate a high level of professionalism and strong customer service orientation.
• Update Call / Email Management database with details on each customer call in accordance with procedures.
• Outline any charges and or guidelines to customers in accordance with procedures.
• Regularly stay updated with the latest product knowledge and technical skills using available resources.
• When required, to elevate issues outside of service boundaries to Team Leader.
• Take responsibility to ensure customer’s experience with Canon exceed expectations.
• Create a positive impression on Canon whenever interacting with customers.
• Undertake any Ad Hoc project or assignments assigned by Team Leader.
• Update the record if necessary and verify if information is correct through internal/ external tools.
• Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.

Skills

Call handling

Email handling

Customer service

Job description

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon BusinessServices Centre Philippines helps organisations optimise, automate, and transform their operations, settingthem up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeingthem up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solvingour clients’ key challenges. With a commitment to delivering the best service management experiencepossible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable,scalable, and cost effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll beempowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

Essential Duties

The Order Management Coordinator will support Inbound, Outbound and Email transactions falling into the categories below.

Spare Parts Ordering

• Business Partners: Credits, Exports to NZ, Fiji, PNG, Return process
• Technical Enquiries
• Direct: Changing van stock; Stock take; Queries & Order replenishment; New Parts Return; Min-Max Recommendation; Transfer of Stock; Warehouse Returns; Last Resort Requests.
• Photo/Video: Order Enquiries
• Eco: Order Entry
• Web Sales Orders
• Business Partners: Order Processing

Primary Job Functions

• Identify customer's issue and provide available support options.
• Adhere to and demonstrate Quality Monitoring (QA) guidelines.
• Demonstrate a high level of professionalism and strong customer service orientation.
• Update Call / Email Management database with details on each customer call in accordance with procedures.
• Outline any charges and or guidelines to customers in accordance with procedures.
• Regularly stay updated with the latest product knowledge and technical skills using available resources.
• When required, to elevate issues outside of service boundaries to Team Leader.
• Take responsibility to ensure customer’s experience with Canon exceed expectations.
• Create a positive impression on Canon whenever interacting with customers.
• Undertake any Ad Hoc project or assignments assigned by Team Leader.
• Update the record if necessary and verify if information is correct through internal/ external tools.
• Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.

Qualifications

• 3 months or more full-time call handling or email handling experience.

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on thenature of your employment with Canon Group and the country where you work.

All applicants must be eligible to work in the country they are applying to at the time of application.