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To process customer orders in a timely fashion with 100% accuracy on the same day the orders are received with 100% customer satisfaction in follow up cases.
Order processing timeline
- Receive orders through e-commerce portal, emails, manual orders, hand-held and electronically
- Check the item price, barcode, description, item code and packing to match our system
- Flagging errors to Sales Executives (delisted items, wrong price, wrong item code, wrong packing, etc..)
- Timely processing the order through the ERP system
- Validating orders and fixing errors on the spot
- Pushing the order to the next stage (credit control)
- Follow up on the release of orders to the WH for final processing
- Generate a daily report to summarize all errors identified in the master data
- Work with the team concerned on the errors to prevent their re-occurrence
Customer Satisfaction
- Ensuring that when customers call the Customer Service department, all calls are answered on the spot
- Logging the customer inquiries into the system
- Forwarding the inquiry to the relevant department internally
- Set up a deadline of 48h for the inquiry to be addressed
- Follow up internally on the inquiry in process
- Respond to the customer within the 48h deadline
Order processing accuracy
- Cross check all orders for any discrepancies
- Enter the correct reason code to reflect actual order/line cancellation reason
Data Analysis
- Check daily pending orders report and follow up with concerned team members to take proper action related to the orders
- Interpret acquired data and analyze results.
- Translate trends and findings into reports or presentations for management.
- Work with concerned team members to minimize order and line cancellations and improve Case Fill Rate (CFR)
Role Requirements
- Knowledge of ERP systems preferred.
- 1 year experience in admin related role / data entry.
- Good numerical skills
- Detail Oriented
