Assistance Manager - Customer Ops SEA & Oceania

The Assistance Manager responds to customer service inquiries regarding company products, features and/or services. Researches, documents and communicates recurring technical issues. Escalates unresolved issues to Technical Support team. Facilitates and coordinates Returned Material Authorization (RMA) as necessary. Ensures complete and accurate documentation of customer requirements. Provides order entry and order management support for customers. Schedules orders and service dates, creates invoices.

• Sales Order Management
  • Keeping the customer informed about the order status within defined TAT, based on the PO raised by the customer
  • Quality check of the PO: Checking the quotation details (quantity of the items listed) as per the company order policy and process
  • Review terms and conditions as per the set process to fulfill purchase order requirement(s)
  • Fulfill all the documentary requirements as per the defined timelines
  • Actively collaborating with the cross functional teams to meet customer expectations
• Periodical MIS to be shared with the leadership team, internal team, regional managers, etc as per the current business requirement
• Maintaining timely control of Customer orders, amendments, and other documents in SAP/ recommended database to ensure accurate retention of records ensuring proper documentation and all order management processes according to corporate policies.
• Manage customer complaints & escalations by giving patient ear to their grievance to provide timely resolution.
• Organize and execute daily tasks to provide an efficient and quality service to the customers.
• Execute Sales Order processing in SAP environment with appropriate compliance checks in place.
• Create a purchase order for vendor/supplier 3rd party. Align with commercial team and Service team to on job installation and advise them on customer delivery location.
• Create SAP DO and INV and Manual documentation (if any) for those customers who have special requirements on uploading to the customer web.
• Drive Sales return and customer return processes in line with defined guidelines.
• Active contribution to process improvement and demonstrate customer centric approach.
• Coordinate and track Sales order fulfillment status in line with Customer expectation and sensitize the situation to the management respective to accelerate delivery.
• Handling customer complaints and working with relevant parties to resolve them

Participate in special projects and key initiatives identified from time to time