Process Developer - Customer Enablement / Experience: ICAN

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Inviting applications for the role of Customer Relations Analyst, Process Developer

The ICAN Research Specialist provides pre-invoice assistance to our internal customers regarding challenges that arise with sales orders. This role utilizes our case management system to continuously provide top-level service, which is essential in creating customer loyalty and repeat business.

Responsibilities

Timely resolution of requests flowing through ICANs case management system requiring:

o Research and/or tracking of an order.

o Contacting vendors for invoicing, order cancellations/amendments/status, etc.

o Sourcing and applying of freight and special service quotes.

o Expediting a pick on an order or any other distribution request.

o Expediting of drop ship orders as needed.

o Estimated delivery dates or lead times on products.

Understanding and support of established client business processes that align with Pre-Invoice Support

Navigation and understanding of external business partner resource tools and reporting.

Attainment of specified goal targets and objectives for direct job scope and overall department performance.

Building solid relationships with other internal departments and vendors.

Evaluation of current processes for improvement and work on recommendations with management.

Working as a team to manage daily workflow.

Handling escalated customer issues when necessary.

Answering emails and incoming calls from internal customers as needed.

Qualifications we seek in you!

Minimum Qualifications / Skills

Any graduate

Industry Experience - Services or hi-tech industry

Process/Domain Experience:

Order Management (Entry/Amendment)

Quote to cash process and sales administration

Coordination with Logistics / Supply chain teams

Dispute Management

Pre-Sales & Post-Sales Support

Knowledge on Logistics & Returns, Allocations, Material management, Vendor and Carrier relationship management, Contract Management, Credit & Debit, Warehouse follow up, Inbound & Outbound Accrual Freight Report, Consolidated reports for logistics.

Project based billing collation and computation Experience of Managing and administering contracts

Preferred Qualifications/ Skills

Bachelor's Degree.

Proficient in Microsoft Office applications.

Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders

Excellent organizational and creative problem-solving skills.

Demonstrated resourcefulness with critical attention to details.

History of balancing competing priorities with the ability to adapt to the changing needs of the business while

meeting deadlines.

Demonstrated ability to quickly learn new systems and processes and put them into practical use.

Excellent typing and data entry skills.

Diploma / Post Graduation in Internation