天津招聘

Essential Responsibilities:

Order management Specialist will generally be provided with day to day operational goals, but will have some flexibility in the implementation of solutions which may involve group discussion and agreement of approach. The order management specialist will work on issues of moderate difficulty to propose solutions to customers and your customer care team leader. You will be involved in short to mid-term planning for the local team and P&Ls

• Support Team Leader to ensure complete operational compliance of the localized team with China and other national governmental regulatory requirements, as well as absolute adherence to GE’s Spirit and Letter operating guidance, and Energy Services QMS process quality workflows. Knowledge of International Trade Control, anti-trust and price-fixing, anti-boycott, money-laundering and other compliance issues that GE and its affiliates must abide by when doing business, as they apply to your localized countries/P&L products. Be familiar with export controls, customs regulations, LOC requirements, end user statements, and certification requests.
• Operational ownership of a localized group of Order management representatives, having a major supporting role to the Order management Team leader in the selection of team members, ensuring appropriate skills, language and personal qualities are well balanced within the team, to provide great support to customers in the team’s designated sales areas..
• Scheduling of the localized team to ensure service level / staff level commitment is met and workload is evenly distributed, including vacation planning, requirements for sickness cover in support of the team leader
• On-going coaching and feedback, together with supporting role to Team leader in Session C activities related to group members including rating, salary and training recommendations, together with performance review and discussion. Agree with Team leader Goals and Objectives for team members (do not have to be unique)
• Work with your group to drive simplification and operational efficiency projects that have a positive impact on Customer Service process quality and impact on customer satisfaction.
• At least annually review and comment Order management process mapping to ensure they meet requirements of your group / your group follows the appropriate process
• Ensure group generates quotes to a consistent standard meeting specified turn-around targets including instigation of New Account/Know Your Customer process flow. Utilize appropriate solutions for recording of adequate data for metrics evaluation
• Ensure group provides fast response to inbound communications including owning the tracking and managing of internal & external customer requests that cannot be answered immediately using appropriate case management tools, as well as updating customers with order or other status change information
• Ensure group receives and processes customer purchase orders, return requests, training registrations and other service requests meeting specified turn-around targets.
• Be seen as expert on ERP/oracle/SAP and other systems used by team members
• Generate weekly (or as requested) performance metrics for the team. Aim to minimize “Orders “Received but not booked” WIP, RFQs received but not issued, TAT, Holds, Status requests etc. Monitor and respond to performance of team members’ transactional capabilities.
• Ensure group follows approved process to initiate new and updated entries to customer master files.
• Work closely with sales teams to provide information on performance, and customer related challenges.
• Represent group as necessary for Internal and External Audits
• First line of support for handling customer issues that have been escalated from group members
• Co-ordinate pro-active activities such as customer calling and NPS survey work

• Work with Finance and Collections teams to improve to Receivables performance by reducing Accounts Receivables past dues value and %
• Work in cooperation with colleagues from Sales, Supply Chain and Finance to help resolve issues, minimize Holds and identify / document / implement / train on process improvements which increase ease of doing business
• Work in cooperation with colleagues from PSI, Shipping and Service teams to coordinate shipments of material to meet our customer’s needs and requirements

Qualifications/ Requirements:

• Bachelor’s degree from an accredited university or college or equivalent experience
• At least 2 additional years of experience in Sales or Customer Support related work
• Good knowledge of International Trade Control, anti-trust and price-fixing and other compliance issues that GE and its affiliates must abide by when doing business, familiar export controls and customs regulations, shipping practices for export shipments, letter of credit, end user statements, Certificates of Origin and transfer pricing.
• Good knowledge Order and Revenue Recognition requirements
• Good knowledge of Incoterms and VAT/Indirect tax national requirements
• Some product knowledge of those products which are being quoted or for which orders are being processed.

Desired:

• Strong oral and written communication skills
• Good interpersonal and leadership skills
• Integrative team working style
• Good mentorship skills
• Fluency in a minimum of two appropriate languages (one of which must be English) and a recognized Tertiary Education or Customer Care Industry Qualification is preferred
• Strong knowledge of ERP, CRM, Quotation, Inbound Communications, Customer Portal Solutions

在GE，我们帮助应对当今世界最严苛的挑战，助力驱动世界前行。GE将世界一流的工程技术实力与软件及分析相结合，让世界更高效、更可靠、更安全。有着超过125年历史的GE正不断创造着工业的未来。今天，GE在增材制造、材料科学、数据分析等全新领域引领着行业的发展。GE的员工遍布全球各地，他们敬业专注、诚实正直，充满热情地投入工作，履行自己的使命，为客户提供最优质的产品和服务。