Order Entry

Role, Purpose, and Scope

The main objective of an Order, Entry & Installation agent is to achieve the daily, weekly & monthly targets for his/her group. This is achieved by handling orders and issues in an effective and timely manner in line with policy. Working with other teams, management, and country teams as well as directly with Customers/Partners.

Key components of success will include:

• Achievement of Weekly/Monthly/Quarterly targets and SLA
• Regular communication to team Leader
• Been driven and motivated to achieve targets set.
• Robust escalation process.
• Resilient under pressure and ability to quickly adapt to unforeseen work demands.

Major Responsibilities

Including day-to-day activities

• To manage effectively designated team work-flow to achieve SLA and Targets
• Input & Process Orders & Returns, including complex orders
• Validation of Orders and Pricing
• Management of relevant customer details
• Manual set up of contracts/machine exchanges/own use machines/etc.
• Handling of queries for the owned area of responsibility
• Working with cross functional teams in Country
• To ensure compliance with work instructions and absolute compliance with corporate guidelines encompassing in particular ethical and financial rules.
• To escalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targets
• To respond and action in a timely professional manner any escalations received
• To provide Team Leader with timely and accurate reporting that captures performance trend metrics and actionable management information.

Background, skills, experience and qualifications

• A minimum of 3 years' experience of Pan-European Order Entry in a Multinational Environment
• University Level education (desirable)
• Proven track record in meeting targets and SLA's.
• PC literacy, particularly in MS Office (Windows NT).
• Demonstrate a customer focused orientation
• Excellent analytical and problem solving skills.

Role specific competencies and requirements

• Fluency in French & English, both written and verbal.
• Results / Target driven
• Self-motivated and willing to learn new skills
• Team Player
• Ability to work on own initiative
• Adaptable to a changing environment & flexible with regard to working patterns
• Excellent communication and negotiation skills
• Excellent Customer Care skills