OTC Specialist

• As a Customer Support Team Member specializing in Orders and Collections, you will play an instrumental role in ensuring the smooth and efficient resolution of customer inquiries and concerns related to orders and payments.
• You will collaborate closely with our Orders and Collections teams to provide timely and accurate support to our valued customers.

Essential Job Functions:

• Collaborate effectively with the Orders and Collections teams to streamline processes and improve customer experience.
• Provide outstanding customer service by addressing inquiries courteously, efficiently, and with a solutions-oriented approach.
• Maintain a high level of professionalism and empathy in all interactions with customers.
• Go above and beyond to exceed customer expectations and build long-lasting relationships.
• Handle customer inquiries regarding outstanding balances, payment plans, and payment methods.
• Work closely with the Collections team to help customers set up payment arrangements and resolve payment-related issues.
• Respond promptly and professionally to customer inquiries related to order status, tracking, and delivery information.
• Assist customers in placing, modifying, or canceling orders as needed.
• Assist in maintaining relevant and accurate customer master records while ensuring all internal controls and SOX policies are followed.
• Assist in resolving customer claims/issues and engaging with the correct internal departments, including Sales and Sales Operations, to ensure timely resolution in any customer dispute, with a strong focus on providing excellent customer service.

Qualifications:

Skills:

• Minimum experience of at least 2+ years in Order to Cash Process is required.
• Excellent task prioritization and organizational skills with the ability to meet deadlines and succeed in a fast-paced environment.
• A demonstrated track record of success and initiative with the ability to work independently and collaboratively in a team environment, showing a desire to grow professionally to support ServiceNow's current and future growth.
• Highly focused on routine tasks.
• Organised with excellent time management skills and the ability to balance multiple responsibilities and meet necessary deadlines with limited supervision.
• Strong analytical skills and thorough research skills with outstanding follow-through.
• Well-developed problem-solving skills and ability to work across various functional teams to evaluate, prioritize, and address key issues.
• Exceptional listening, interpersonal, and strong communication skills, both written and verbal
• Education:
• Minimum experience of at least 2+ years in Order to Cash Process is required.