Process Associate-HIG018925

About this role

• Successfully pass the test given at the end of the induction training.
• Attend and complete all periodic trainings assigned in the learning platform and all trainings individually assigned by the Team Leader.
• Answer customer queries via e-mail, depending on customer requirements, as per the service levels agreed in terms of response time.
• Adhere to the client's defined processes, procedures, and company policies.
• Use information extracted from SAP to:
• Confirm/create/cancel/change/check status of orders.
• Add or remove hold.
• Offer assistance in processing Return Merchandise Authorizations (RMAs).
• Check supply availability.
• Create credit or debit notes.
• Extract invoices.
• Manage backlog orders.
• Track/Cancel/Pull-in/ Expedite shipments.
• Use client-specific tools and websites to offer additional information or documents to customers and succesfully complete their queries.
• Update customer information (e.g., name, e-mail address) in the system, if necessary.
• Communicate with the logistics and warehouse partners to keep customers informed regarding availability of products, delivery timelines, provide relevant documents, and to mediate unexpected delays/situations.
• Build a rapport with recurring customers and stakeholders.
• Proactively manage backlog orders and take necessary action to avoid shipping delays.
• Understand and correctly use escalation paths within local and worldwide support teams, mindfully providing all relevant details in the escalation notes.
• Flag any newly received process update or information (from a customer or stakeholder) so that the Quality Analyst, Process Trainer, or Team Leader may update it in the local knowledge base.
• Cross-train in another Line of Business (IoT, DISTI, Direct, Backlog) after the Team Leader deems you ready to take on another LOB, mainly for backup purposes.
• Attend the periodic case quality sessions and incorporate feedback given by the Quality Analyst.
• Flag any process inconsistencies or concerns to the Team Leader.
• Be aware of the annual goals in terms of service delivery, quality, and learning.
• Work toward meeting the team’s contractual metrics.
• Assist the process trainer or the management team with any additional requests or requirements formulated – one-time/daily/weekly reports or tasks.
• Suggest and implement process improvement ideas using the Lean and Six Sigma (LSS) methodology and tools.
• Successfully pass the periodic product, process, language knowledge tests given by the client, process trainer or management team.
• Attend the weekly/monthly team huddle/townhall/support updates meetings.
• Aid new colleagues whenever possible (e.g., shadowing, knowledge sharing).
• Flexibly arrange work schedule with colleagues, according to business needs.
• Keep up to date with company news and communications via the approved channels (e-mail, Microsoft Teams, etc.).
• Flag personal training requirements or interest over a particular domain/position to Team Lead.
• Flag any individual needs or concerns in a timely fashion to the Team Leader.
  
  

• Good written communication skills.
• Technical appetite – ready to learn more about desktop computers.
• Microsoft Excel knowledge – beginner level.
  
  

• Accounting knowledge – beginner level.
• Experience using Sales Force.
• Experience in B2B (Business to Business) support
• Comfort with technology – ability to individually research solutions and present them in a structured fashion.
• University graduate (Economic studies are an advantage).