Company Background: US MNC

Position: Specialist I, Commodity Insights Fulfillment

Tenure: 18 Months Contract

Location: George Town, Penang Island

Responsibilities:

·         Ensure the timely and accurate delivery of services to Commodity Insights customers as per the subscription terms outlined in the order management system and company policies and procedures related to service delivery and order processing.

·         Monitor the statuses of Salesforce (SFDC) Quotes and Cases to ensure the timely fulfillment of customer orders and requests.

·         Ensure that all work within Salesforce (SFDC), especially related to fulfillment services, complies with audit requirements before the activation or deactivation of services.

·         Act as a liaison between the Sales team, Contract Support, and Order Management review team to facilitate seamless order processing.

·         Monitor escalations from external Channel Partners, Internal IT, Contract Support, Customer Support, and Sales to address and resolve queries related to fulfillment processes promptly and effectively, fostering a positive customer experience.

·         Foster effective communication and collaboration between different departments involved in the order fulfillment process to ensure a cohesive and streamlined workflow.

·         Collaborate with the Contract Support and Order Management review team to ensure that all orders are processed smoothly, and any potential issues are addressed promptly to prevent delays.

·         Identify opportunities for process improvement within the fulfillment workflow, suggesting and implementing enhancements to increase efficiency and accuracy.

·         Document all activities, communication, and progress within Salesforce (SFDC), maintaining accurate and comprehensive records as a crucial part of tracking performance and ensuring accountability.

·         Stay updated on product knowledge and order fulfillment processes. Provide training and support to team members as needed to enhance overall competence.

·         Ensure 100% adherence to the SFDC/Zuora/Oracle ecosystem and adopt all service procedures, providing comprehensive and actionable solutions-oriented metrics for both Commodity Insights and business partners.

·         Meet or exceed business Service Level Agreements (SLAs) and business process requirements by prioritizing effectively and resolving problems in a timely manner

·         Conduct validation testing on Sandbox platforms when necessary to ensure the accuracy and functionality of systems before changes are implemented in the live environment.

·         Complete other assignments as required and assigned, demonstrating flexibility and adaptability to contribute to the overall success of the fulfillment team.

What We’re Looking For:

·         Bachelor’s Degree or equivalent education and experience

·         2-3 years of related work experience or related degree

·         Customer service experience or working in fast paced environment with Sales Organization

·         Advanced Microsoft Excel skill level (filters, pivot tables, VLOOKUP, concatenate)

·         Excellent English communication skills required (oral and in written)

·         Strong analytical, critical thinking and research skills

·         Work overtime as needed during the financial month-end close

·         Flexible schedule to meet important deadlines

·         Occasional travel may be required

·         Occasional work on Manila Holidays may be required

·         Must be amenable to be flexible with either EMEA (5pm-2am) or NAMER (10pm-7am) work shift