Operational Quality Specialist

2 days ago

Taguig, National Capital Region, Philippines beBeeQuality Full time ₱6,000,000 - ₱8,800,000
Order Management Quality Specialist

The role of the Order Management Quality Specialist is to ensure that all orders are processed and delivered in accordance with the agreed upon service level agreements (SLAs). This involves designing, developing, and implementing quality control frameworks to guarantee adherence to quality standards.

Key Responsibilities
  • Designing, developing, and implementing quality control frameworks to ensure adherence to quality standards
  • Processing of all order types, including machines, accessories, solutions, spares, drums, consumables, and for all channels
  • Providing centralized support for the Sales force to ensure all business conducted by the Sales force is project managed through to completion, efficiently and quickly as possible, whilst complying with company-, contract- and legal requirements
  • Ensuring the customer has a good experience of Canon through their contract
  • Managing client specific concerns and ensuring that all quality updates are communicated properly to the team and that everyone is calibrated
Essential Duties
  • Performing SOX Compliance internal checkin
  • Providing weekly summary report of the opportunities for improvement of closed and outstanding cases
  • Identifying and understanding client requirements to anticipate their needs
  • Ensuring positive customer experience
  • Being responsible for documentation and completion of required compliance documents in coordination with the Order Management Process Leads
  • Assisting the Operations Leads in the implementation of corporate policies and procedures and ensuring compliance with Canon's Standard Operating procedures
  • Suggesting process improvement efforts to ensure high and consistent standard of service
  • Being responsible in verifying accuracy and collating of all information needed by the client
  • Contributing to team improvement initiatives and projects, including team tools and process changes
  • Preparing weekly QA reports to the Operations Leads
  • Owning the end-to-end Order Management Process
Key Performance Indicators
  • Check and ensure quote is complete, accurate and in accordance with the paperwork signed by the customer, including contract details, prior to creation and booking order
  • Monitoring the order to delivery lead-time in accordance with the customer contract SLAs to ensure timely invoicing
  • Escalating orders that are pending credit clearance for internal and external lease
  • Monitoring and cleaning up incomplete orders
  • Managing the loan/trial machine deliveries and collections from the customer's site
  • Handling return process
  • Managing External Lease orders through to activation to ensure orders are activated and Canon receives prompt payment

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