Sales Order Processor

Job Type: Full-time
Work Arrangement: Office Based (Clark, Pampanga)
Work Schedule: Monday to Friday
Work Hours: 40 hours per week

Experience level: Mid Level

Responsibilities:

ORDER ENTRY DUTIES

• Enter and schedule for our customers daily, proactively and reactively liaising with customers with updates and answering all enquiries about the status of orders.
• Handle cases allocated through the triage process in CRM (Salesforce), ensuring the Service Level Agreement is met and cases are handled in priority order.
• Enter orders using our internal ERP system (Syspro), ensuring all documentation meets Larnec quality standards
• Schedule orders to ensure they meet the required customer-advised delivery date and internal production capacity limits.
• Configuration of quotes into Syspro.
• Process customer issues in a timely manner and escalate/liaise with internal stakeholders for issue resolution.
• Adopt a phone first, email second approach to customer and internal communication
• Apply the first call resolution methodology
• Ensure all activities are recorded in the internal CRM as required
• Proactively prevent the over-scheduling of the Production department
• Ensure appropriate Salesperson is aware of any unresolved customer issues and is copied into written communication to customers using CRM software.
• Ensure culture standards (mission & core values) are maintained and always met when communicating with customers and teammates internally
• Participate in event problem-solving
• Participate in problem-solving

MEETINGS

• Weekly Customer Support Team Meeting
• Attend other meetings as per business requirements

REPORTING

• Customer Support reporting as required

Qualifications:

• 2-3 years of data entry experience
• Experience with the Microsoft Office suite of products
• High levels of computer literacy and the ability to learn new systems quickly
• High-level attention to detail and accuracy
• Clear and concise written and verbal communication skills are required, with a Year 12 level of literacy in English
• Demonstrated commitment to a high level of customer service
• Ability to seek solutions and solve problems in a timely manner
• Experience in a high-paced environment

Nice to have:

• Previous experience with Customer Relationship Management (CRM) software
• Previous experience in a manufacturing customer support environment