Order Management Specialist

6 days ago

Shah Alam, Malaysia TIME dotCom Berhad Full time

Position reports to:
**Order Management Team Lead**

**Job Overview**:
This position has a key role in delivering the Department's mandate and Business Division's ambitions. You are Order Management Specialist responsible to accept, validate & process an order submitted with precision and accuracy while managing Customer's expectation in the event there is blocker/challenges for the order/s to be delivered as per Customer's preferred date with end to end accountability to achieve agreed benchmarks and within the compliance set forth by the company/division/department.

**Your Work Life**:

- Responsible for service delivery planning, organizing and managing of service orders from Customers
- Hold the role of a Project Coordinator for managing service orders to ensure timely delivery to customers
- Managing of all communications end to end with all relevant stakeholders including customers in a timely and periodic manner with accuracy of responses as per the Business requirement
- Responsible for timely and accurate update of service status in Customer Management portal
- Responsible for coordination of shared resources for site works from technicians to materials inventory
- Active and close monitoring and update of daily reports of all orders assigned
- Effective communications with team to ensure high team spirit and collaboration within the team understanding own deliverables and responsibilities
- Process new FTTx activation and all other TIME products
- Reschedule customer appointment prior to SI engagement (if 1st CRD cannot be met & before SO was processed)
- Process modification and cancellation requests for FTTx and other TIME products
- Process staff activation and other activation e.g. for building management, Internal Request
- Schedule appointment with customers and arrange SI (if SI visit is necessary)
- Process new orders, modification, cancellation and withdrawal requests for Partners customers
- Raise IMs for any system issues identified and ensure continuous follow up till issue resolved to ensure Order Planned appointments are met
- Willing to deliver other tasks as assigned by management

**To be considered, you'll need**:

- It is important that you have at least a Diploma/ Degree preferably in any related field
- Minimum 2 years of experience in managing third party vendors
- For this role it is important for you to constantly have a customer mind set i.e. able to think and react in ways that will be beneficial or cause least disruption to our customers
- Technology expertise would be an added advantage
- Good with details and processes & systems
- Comfortable with intense operational works
- Highly customer oriented
- Customer Service role experience is an added advantage
- Proactive with initiative and ability to throw proposal and have creative problem solving mind set
- Ability to multi task and juggle with assignments with excellent time management
- Excellent communication skills at all levels
- You have an appreciation for good service level and customer experience, whilst having the ability to anticipate and mitigate problems.
- You have the mind set to 'take lead' and deliver on mandate

**What You Get**:

- Cool and innovation work environment
- Work life balance and our working hours are flexible
- We are too cool for ties. Smart casual is our game
- We care about you and your families' health and wellbeing
- Learning and growth opportunity
- We have an indoor slide and a cafe How fun is that
- Free car park within company compound

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