Customer Care Representative

Job description

3164057
Additional Cities

Sydney
Career Level

Experienced
Relocation Assistance

No
Business

GE Oil & Gas
Business Segment

Oil & Gas Measurement & Controls
Function

Sales
Country/Territory

Australia
Postal Code

2060
Role Summary/Purpose

The Customer Care Representative reports to APAC Customer Care Leader and is in charge of Order processing within a team environment that provides fast and effective exchange of Commercial information and activities between Sales, Supply Chain and other functions to process customer sales orders in a timely and accurate fashion. Customer Care Representative will act as a focal point to ensure delivery of great customer service for an assigned scope of country / region / P&L combination.
Essential Responsibilities

Customer Care Representative , will be in charge of the following:
 Work for Customer Satisfaction based on knowledge of process, product/application and delivery needs.
 Generate quotes to a consistent company standard meeting turn-around targets required by the market as advised by M&C ANP sales and its customers, using established quotations processes and tools (SAP and other relevant ERP platforms) and recording key metrics variables as advised by your team leader.
 Develop knowledge of price-lists, discounts and discount approval procedures and assist in annual and life-cycle management price update requirements.
 Effectively enter purchase orders, sales orders, purchase requisitions and customer’s data/ agreements, in a timely fashion with focus on eliminating errors; using GE service commitments & achieving metrics.
 Provide phone, email and web support to Field Sales, Channels, Direct Customers and OEM personnel for information on price and availability, lead times, status of internal / external sale orders and or return authorizations, shipments of materials, follow up/expediting of shipments and or material; including tracking/managing internal & external customer incidents in using Customer Issue Resolution tool.
 Co-ordinate with factories in USA, Europe & Asia for shipping arrangements of new products & repairs.
 Communicate with customers about progress and shipment status of each order and prepare shipping related documents.
 Work in cooperation with colleagues from Logistics and Service to coordinate shipments of material to meet our customer’s needs and requirements; Repair and Returns to coordinate the return of material for repair and or restock.
 Apply proactive sales promotions/techniques to generate potential opportunities for the sales team.
 Create and maintain relationships with customers and account managers and internal functions.
 Work closely with cross functional groups with colleagues from Sales, Supply Chain and Finance to help resolve issues and find improvements which increase ease of doing business, maintain 100% compliance and data and work on team projects as advised by your team leader.
 Enter, monitor and maintain Customer Master File data plus Security Check (KYC).
 Interface with Supply chain to coordinate shipments of material to meet our customer’s needs and requirements.
 Work closely with sales teams to provide information on performance, and customer related challenges.
 Work with Finance and Collections teams to improve Receivables performance by reducing Accounts Receivables past dues value and %.
 Processing Orders, understanding and familiarization with export controls, customs regulations, shipping practices for export shipments, letter of credit, end user statements, Certificates of Origin
 Maintain timely control of orders, amendments, shipping notices, and other required documents to assure orderly administration and retention of records
Qualifications/Requirements

Qualification/Requirements:
 Considerable experience in customer service role or in relevant area (i.e. commercial, sales operations, finance and business processes).
 Excellent communications skills (both verbal and written), influential and collaborative skills.
 Conscientious with attention to detail, with ability to concentrate for extended periods of time.
 Contract review experience.
 Order processing and data entry experience.
 Experience working with shipping procedures and freight forwarding
Desired Characteristics

Desired:
 Skilled with verbal and written communication.
 Front-end commercial/customer experience.
 Strong analytical skills.
 Excellent Troubleshooting/Problem Solving Skills.
 Six Sigma expertise.
 ERP Order Processing Experience or other relevant experience.
 Experience using workflows.
 Strong external customer focus and customer orientation.
 Action oriented - takes responsibility for decisions, actions & results.
 Ability to assimilate a large number of process exceptions.
 Ability to work in a fast-paced, diverse global environment, influencing and cooperating with multiple teams simultaneously.
About Us

GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
Primary Country

Australia
Primary State/Province

New South Wales
Primary City

North Sydney