Primary Purpose of Role 61 Super user of SAP system on OTI (order to invoice) handling customer ordering, invoicing, shipping, and return/exchange. 61 Experienced in customer service with relative business sense. 61 Good knowledge of SAP BI reports. 61 Communication with cross-functional teams to understand customer non-standard demand, develop and offer better service, and enhance the customer experience. 61 Review and monitor processes/KPIs (order-to-invoice, return/exchange, VOC, customer complaints) on a regular basis with the applicable functions. 61 Perform business data analysis, and reporting to support the executives, peers, and cross-functional teams understand and monitor To-country-sales operations. 61 Participate in projects for process optimization, cross-functional improvements, and the achievement of organizational objectives. Major Accountabilities 80 Operational accountabilities 61 Strong ability on SAP OTI fields; be responsible for training the CSR as SAP super user. 61 System capability on billing error correction, invoice cancel, DN/CN release, special price override, cooperation with IT to enhance ad hoc requirement and verify the supporting documentation complies with the internal SOPs etc. 61 Work on orders reconciliation to ensure the daily product order taking in right trail and under control, report any abnormality found in the ordering system; 61 Catch up on the leader's instructions and find the solution. Ensure that the actual operations are consistent. Monitor and make critical KPIs manageable; 61 Release the order related reporting documents on a daily or weekly basis. And revise the structure of the reports by business requirements; 61 Resolve product or service problems by clarifying the customer's complaint and give advice; determining the cause of the problem and explaining the best solution to solve issues; 61 Develop practical and efficient internal policies and procedures to optimize the WI &reporting； 61 Performs other duties relevant with customer operations as assigned. 61 Process management &business reporting 61 Regularly review and manage KPI performance (Order-To-Invoice, Return/Exchange, VOC, customer complaints) with relevant functions and responsible for seeking improvement opportunities. 61 Good comprehension of the demands and objectives of the leader. possess a solid understanding of the SAP system, a keen business sense, and a thorough awareness of the sale operation flow in order to generate insightful reports and analyses for business management. Key Performance Indicators (Indicate how performance will be measured: indicators, activities…) 61 Share taking team KPIs as performance and prepare monitoring data report (OTIF%, IDOC, MTTR, Close case Ticket…) Job Dimensions (Indicate key facts and figures) 61 Financial responsibility (where appropriate): 61 Impact on the organisation (where appropriate): very critical to business running Position prerequisites 80 Education 61 B.A. or M.S. degree in Supply Chain, Finance, Business Administration, Engineering or Science. 80 Experience / Professional Requirement 61 5+ years of good customer service, commercial operations or commercial supply chain background. 61 5+ years of SAP operational experience with demonstrated skills of SD module or Order-To-Invoice area. 61 Must be experienced at SAP, Excel, PPT with advanced skills. Well understanding of SAP BI. Be skilful at data analysis, business analysis and reporting. 61 Experience of Sales Force system, WMS system operations, implementation is preferred. 61 Process management experience is preferred. 61 The experience in Medical/Healthcare Company will be an advantage. 80 Language, communication and personality 61 Verbal and written communication skills in English. Capable of fluent communication with English native speakers. 61 Good cross functional communication skills, good project management experience. 61 Good customer oriented working attitude and experience. 61 Open, straightforward, optimistic personality.
