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.

• Primary Job Functions: 
•    Answer voice messages / make outbound calls / emails and respond to customer inquiries, as well as effectively communicate resolution to the customer’s issue.
•    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 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.

Qualifications

•    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.