Order Experience Representative, Senior

Location MY-Penang
Job ID
Customer Service
Sri Sharmila Banu Dorai Raj


At Zebra, we’re reinventing how businesses operate at the enterprise edge - helping them run faster, smarter, and more connected than ever before.

A dynamic community of builders, doers and problem solvers, we each play a unique role - shaping new technologies, bringing solutions to market, and partnering with companies on the front line of business.

Being a part of Zebra means making your mark as we make digital transformation a reality.

It means growing into a leader at a leading company that makes a distinct difference - because together, we’ve only just begun.

Build Today. Create Tomorrow.

Join a team of builders, doers and problem solvers.

Join Zebra.



The Order Experience team is responsible for accurate entry of purchase order information from the sales team or directly from Zebra’s customers into Zebra’s Ordering system. They act as a subject matter experts on all matters related to the orders, responding to inquiries from management, Zebra’s sales team and the customers.



Essential Duties and Responsibilities:

  • Administer hardware and service order entry via manual, ZSP and EDI
  • Manage day to day sales order from receipt to billing
  • Acting as the logistic interface between customer and APAC distribution centers in Singapore/Shanghai
  • Manage customer complaints (such as delivery issues, expediting) and liaise with internal Zebra associates to provide resolutions
  • Administer stock rotation/return requests and ensure adhere to policy and procedure
  • Administer price adjustment credits and debits
  • Provide timely response to customers, sales and internal stakeholders on queries related to business
  • Attend necessary review and meeting with stake holders to review open orders status
  • Partner with internal cross functional team(s) to support regional revenue target
  • Drive towards achieving high attainment of OM KPI such as booking speed within 1 biz day, SOX audit compliance, unbookable orders, resolution of unbookable orders, maintain perfect order and improve on e-adoption rate
  • Execute OM work cadence/activities
  • Perform other duties assigned as required
  • Building strong customers/sales relationship
  • Manage highly strategic account(s)
  • Coach and provide guidance to other order management associates and team members in the system/process
  • Suggest/take lead for process improvement and undertake departmental projects in the context of order management process and cadence
  • Backup for team leaders where necessary


Job Requirements


Preferred Education: Degree

Preferred Work Experience (years):  5 and above

Key Skills and Competencies:

  • Strong data entry skills with attention to detail/quality
  • Strong process adherence
  • Fluent level of English and Mandarin (written and verbal) as well as local language as applicable
  • Intermediate level skills in Microsoft business applications including Word, Excel and Outlook
  • Customer service values/orientation
  • Advanced knowledge of Order Admin policies and processes, including treatment of novel/ unorthodox issues
  • Role model level professional work behaviors (attendance, teamwork, time management)
  • Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
  • Intermediate problem-solving skills


Equal Opportunities:

Zebra is committed to offering equal opportunities and an inclusive & diverse working environment. Therefore we encourage applicants from all sections of the community

Zebra’s culture is encouraging and collaborative where employees are encouraged to learn and grow together. As we celebrate our 50th year, this is a phenomenal time to join us – we are excited to hear from you!


Zebra Benefit Package

We offer competitive pay, bonuses, benefits, career/personal growth and work/life programs to ensure that you are empowered to succeed as a member of the Zebra family

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