Application deadline date has been passed for this Job.
DH & Associates
Job Overview
Our client, Samsung Electronics is a world leader in technology providing a broad range of award-winning consumer products. An opportunity of Customer Support – Order Management has become available.
Key Responsibilities include:
SOD Function
- Answering and attending to inbound calls from customers in response to order queries e.g. order status, ETA’s.
- Responding to internal and external customer queries in a professional and timely manner
- Processing customer orders accurately within the set KPIs
- Thorough understanding of EDI customers and process
- Liaise with internal Logistics team to follow up customer deliveries where necessary
- Troubleshooting order processing issues with relevant parties and ensure that they are followed up in a timely manner
- Adhoc tasks as requested by internal and external customers such as reporting, invoice and POD retrieval requests
- Reporting back to team leaders in regards to outstanding tasks and escalating where necessary
- Adherence at all times to Company Policies and Procedures
FOC Functions
- Manage End to End Free of Charge (FOC) Process from EO approvals to product shipment and returns management
- Maintain clear policy and procedures
- Submit FOC Orders into EP and follow through in GMP (SAP) system (Administrative processing work)
- Liaise with the marketing departments and the 3PL in regards to stock delivery & Proof of Deliveries
- Maintain FOC register with accurate information
- Liaise with internal staff to ensure all policies and procedures are strictly followed
- Respond promptly to internal and external customers
- Handle and resolve any issues with care and in line with management’s expectations
- Work with management to implement best practice procurement approaches and procedures
- Assist management in maintaining all policies – Compliance and Agreements
- Approve sample requests and maintain Sample Management Process (supporting FOC Product Team Lead)
- Liaise with 3PL to ensure products are despatched on time and ensuring all returned products are registered as sample products
- Assist FOC Product Team Lead with Stocktake at transport W/H and adhoc duties
- KPI Monitoring and actions
- Daily/Weekly and Monthly Reporting on FOC
- Be part of New Employee Induction – FOC process
- Conduct Quarterly Training to all employees on the Marketing Product procurement and Policy and Procedures
- Overall Reconciliation
Requirements:
Technical
- SAP experience preferred
- Basic to intermediate understanding of Excel and other Microsoft applications
Personal Attributes
- Excellent work ethic and ability to communicate effectively with staff, at all levels, and third parties
- Confident with strong decision-making skills
- Keen interest in marketing/operations/logistics
- High level of attention to details
- Ability to work according to direction received from management and autonomously at times (with little direct management supervision)
- Ability to handle pressure in a fast-paced environment
- Can do attitude – willing to work on all an array of tasks from processing orders to providing analytical insight into monthly division product requests and expenditure
Work Hours: 12pm to 8:30pm
Work Location: Sydney Olympic Park NSW