Mission/Purpose of the Job02
In conjunction with the Edwards’s rules and practices, the job supports sales team to fulfil customers’ requirements, to deliver and implement solutions, to develop strong and influential relationships with customers, and to ensure customers’ satisfaction of Edwards’ products & service. Working with cross-function departments to drive improvements, efficiency and effectiveness for company and to ensure the success and the consistency of the company's long-term objectives
Main Responsibilities02
1.0202020202Order management - implement C2C process smoothly
02
n02Order management to ensure the trade compliance
-02020202020202SAP order management (such as REQ, MAD, OTD, RFQ, CRF, MRF, holds, selling price, warranty term and invoice management etc.) in high level to ensure supply plan aligns to delivery against promise with OTD target 95%
-02020202020202Ensure proper and timely execution of order processing activities, which may include registering customer master, creating quotation, performing pricing, producing documentation, billing with high level efficiency and professionalism against CVC SLA & China Prokura
-02020202020202Balance time and risks, prioritise resources and demands to deliver a high-quality order processing with lowest impact of confliction
-0202020202Review and monitor customer complaints in CRM or Fracas and impel related function for the improvements
-02020202020202Analyse kinds of SAP data to perform and monitor key customers order trends and control risk
02
n02Order management to promote customer experience and perception
-02020202020202First response to the inquiry from customer through various portals (mailbox, hotline, cell-phone, field service, etc.)02
-02020202020202Regular calls, communication and business trip to customers to strengthen & promote customer expectation
-02020202020202Fulfill & follow up on customers' system to accelerate the order process
-02020202020202Drive or lead amongst cross-functions (finance, sales, on-site teams, logistics, STCs, etc.) on process standardisation and optimization, or project discussion to develop strong and influential relationships and deliver critical thinking on problem solving
-02020202020202No NPS score below 6 from customers. If has, manage and escalate complaints to reassure customers and to win customers’ confidence on problem resolution
02
2.0202020202Inventory control involvement – key element of company NWC
-02020202020202Periodically review aged orders especially with frustrated inventory, push sales & customers for the solutions or allocate to other orders to reduce the inventory
-02020202020202L&E, VMI and exchange service orders follow up and monthly report to make sure company assets are closely monitored and in align with SAP data
-02020202020202Weekly review docking orders, RTC repair orders with WIP status and warranty denied cases to monitor the inventory trends and reduce the risk of unexpected cost caused02
3.0202020202Revenue achievement - support team leader to estimate revenue figures with clear roadmap
-02020202020202Deliver the revenue with proactive approaches: work with customers for the payment schedules, notice the delinquent payment to sales, associate with financial analyst on debts verification to accelerate payment collection and credit holds release
-02020202020202Report to team leader with identified order performance report (OOB, Order Intake, ZI58N, etc.) and align related functions to achieve higher levels of efficiency and effectiveness to maximise revenue
-02020202020202Prepare and collect indicated data for various business tracking reports (weekly revenue tracking report, bi-weekly un-invoice analysis report, monthly accrued report, material for monthly team meeting focus on order performance analysis) to help team leader to enhance revenue figures & adjustment insight
02
4.0202020202Process improvement to fit with business development and fulfill high working efficiency and accuracy
-02020202020202Review & modify key customers order procedure to fit with business development, advise on process standardisation and optimization to ensure orders are delivered with a high quality against CVC SLA & China Prokura to customers (internal and external)
-02020202020202Monitor operational activities related to quote, price, order management process, invoicing to drive KPIs & BPIs by collaboration of cross functions and analysis & report which can describe the clear situation, point out the trends and red flag suggestions
-02020202020202Participate new business model discussion and project initiation, or involve the prophase of bidding project to propose the procedures on commercial and operational perspective and deliver proactive collaboration and coordination as valued chain
02
5.0202020202Keep training and learning to make self with competence and development
-02020202020202SAP, CRM and other related job systems or tools training according to skill-matrix
-02020202020202Job aids/working instruction, procedure, projects training depend on team timeframe
-02020202020202Finish mandatory training courses assigned in HR learning link timely and initiate to learn more by interests, soft skill and business needs
-02020202020202Annual learning completion above 40 hours
02
6.0202020202Others not mentioned but not limited to
-02020202020202Kinds of reports support business requirements or department needs
-02020202020202Coach an understanding with core order management tool (CRM, SAP, China CVC process overview, key customers business procedure, etc.) to team members
-02020202020202Back up for other colleagues in the team and ensure the general order procedure implement smoothly
-02020202020202Job allocation and rotation in the team or department to grow up together with company
-02020202020202Other assigned jobs
Skills / Knowledge / Experience
-02University or college degree with major in business, trade and equivalent
-02Fluent on verbal and written English, as well as hands-on knowledge of computer software (Word, Excel, PowerPoint….), etc.
-02Interpersonal and communication skills, particularly over the telephone, to build sound relationships with customers.
-02Analytical & problem-solving skills, to find & highlight potential risks and seek the solutions together with related sources.
-02Work under pressure, willing to adapt the challenges and changes and to make innovation & revolution