Order Management Coordinator

Essential duties

The Order Management Coordinator will support Inbound Calls, Outbound Calls and Email transactions falling into any of these categories but may not be limited to:

• Process subsidies, claims, rebates and marketing funds
• Maintain Forms and any documentation for the above manuals, update Icon and communicate relevant changes to Business Partners
• Compile and Distribute click charge exception report on monthly basis.
  
  

• Answer voice messages / make outbound calls / emails and respond to customer inquiries, as well as effectively communicate resolution to the customer’s issue.
• Identify customers 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 guidelines to customers in accordance with procedures.
• Regularly stay updated with the latest product knowledge and technical skills using available resources.
• When required, to escalate issues outside of service boundaries to Team Leader.
• Assume responsibility for ensuring that customers experiences with Canon exceed their 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 external tools.
• Undergo cross-training and handle other LOBs (line of business) as assigned by the Team Leader.
  
  

• Diploma or bachelor’s degree or with equivalent Customer Service background is strongly recommended. Otherwise, any other basic degree or diploma.
• 6 months or more of full-time call handling or email handling experience.