Technical Order Management

Date: Feb 1, 2018
Location: Valencia, CA, US, 91355
Status: Open Position
Company: Arvato Digital Services LLC
Requisition ID: 14621
About our company:
Arvato - the spirit of solutions!
We at Arvato provide a comprehensive range of services and solutions to our business partners in the consumer electronics, high-tech, telecommunication, networking and industrial sectors. With more than five decades of experience and our global footprint we create value for our customers and ensure that they are well equipped for the challenges of their markets.
Arvato is a part of Arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. Arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KGaA.
Position Summary:
Responsible for providing low level technical support and client service while meeting the quality and schedule expectations of arvato?s SCM/eCommerce customers (such as Microsoft, HP, Apple, eBay, Benefit Cosmetics and others) and supporting offline functions to support client and account management needs. Technical support and Client service is provided via email and technical support ticketing queues to clients and account management who require assistance with various backend systems in order to support customer?s needs.
Overall Responsibilities:
? Nurturing high-end clientele and respond to order status inquiries, billing issues across multiple business lines
? Answers e-mail or support tickets submitted by clients through various channels
? Provides appropriate feedback and settlement to all client contacts
? Follows up on customer inquiries with other departments or third parties as needed.
? Processes and updates customer information with arvato or client owned tools
? Keeps abreast of program changes and informational updates
? Performs offline tasks such as website testing, data or order entry.
? Works with client?s and arvato owned tools and websites
? Complies with company set procedures
? Supports account?s specific programs
? Demonstrate expertise in business lines as acting as knowledge resource for other team members in assisting clients.
? Supports account management team with edge case scenarios and troubleshooting
? Identify emerging issues and trending problems for solution
? Support offline functions to assist customers with purchasing, including but not limited to financial processing, order screening, manual order entry, special case handling and following up on order status
? Responsible for identifying, developing and streamlining procedures
? Job duties listed may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.
Job Requirements:
? High school diploma or higher
? 1 year of experience in a call center or other customer service environment
? Excellent written communication skills
? Second language preferred (written communication skills)
? Good familiarity with PCs, including MS Windows Operating System and the Internet
? Working knowledge of Microsoft Word, Excel, e-mail.
Knowledge, Skills & Abilities:
? Requires to effectively communicate and work with professionals in other departments and customers, which may lead to independent decision making
? Independent worker, a self-starter, detail oriented, analytical and have ability to handle multiple projects simultaneously
? Ability understand complex backend systems and processes in order to troubleshoot low level issues
? Critical thinking and problem solving skills
? Customer focused and results oriented
? Excellent organizational skills and follow through discipline
? Excellent written and oral communication skills in English and preferably a second language
? Excellent comprehension skills
? Familiarity with ERP systems such as SAP preferred
? Good familiarity with PCs, including MS Windows Operating System and the Internet
? Working knowledge of Microsoft Word, Access, Excel, e-mail.
? Requires the use of office equipment such as multi-line telephone systems, fax machine, copy machine
? Requires the ability to distinguish letters, numbers and symbols. Requires hand/eye coordination
? Ability to adapt to a fast-paced work environment, adjusting to frequent priority changes and demands
? Affinity with eCommerce and the internet is a plus
Physical Demands & Work Environment:
The position requires the following:
? Requires mobility.
? Requires the use of office equipment such as multi-line telephone systems, fax machine, telex, copy machine, computer and calculator.
? Requires reaching up to 24 inches. Requires the ability to distinguish letters, numbers and symbols.
? Requires hand/eye coordination.
? Regular predictable attendance required.
? Work is performed in office environment.
? Constant contact with staff and customers.
Arvato offers a very competitive benefit package that includes: Medical, dental, vision, 401K, tuition reimbursement, etc.
If interested, please apply online.
Nearest Major Market: Los Angeles
Job Segment: Telecom, Telecommunications, Medical, Esthetician, Manager, Technology, Healthcare, Hospitality, Management
EOE Protected Veterans/Disability

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