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Primary Purpose of Role
61 Super user of SAP system on OTI (order to invoice) handling customer ordering, invoicing, shipping, and return/exchange.
61 Experienced in customer service with relative business sense.
61 Good knowledge of SAP BI reports.
61 Communication with cross-functional teams to understand customer non-standard demand, develop and offer better service, and enhance the customer experience.
61 Review and monitor processes/KPIs (order-to-invoice, return/exchange, VOC, customer complaints) on a regular basis with the applicable functions.
61 Perform business data analysis, and reporting to support the executives, peers, and cross-functional teams understand and monitor To-country-sales operations.
61 Participate in projects for process optimization, cross-functional improvements, and the achievement of organizational objectives.
Major Accountabilities
80 Operational accountabilities
61 Strong ability on SAP OTI fields; be responsible for training the CSR as SAP super user.
61 System capability on billing error correction, invoice cancel, DN/CN release, special price override, cooperation with IT to enhance ad hoc requirement and verify the supporting documentation complies with the internal SOPs etc.
61 Work on orders reconciliation to ensure the daily product order taking in right trail and under control, report any abnormality found in the ordering system;
61 Catch up on the leader's instructions and find the solution. Ensure that the actual operations are consistent. Monitor and make critical KPIs manageable;
61 Release the order related reporting documents on a daily or weekly basis. And revise the structure of the reports by business requirements;
61 Resolve product or service problems by clarifying the customer's complaint and give advice; determining the cause of the problem and explaining the best solution to solve issues;
61 Develop practical and efficient internal policies and procedures to optimize the WI