Job Description

Millennium Technology Services (MTS) is an international provider of world-class business solutions and IT services to the top business corporations mainly in North and East Asia. MTS is headquartered Millennium Technology Services (MTS) is an international provider of world-class business solutions and IT services to the top business corporations mainly in North and East Asia. MTS is headquartered in the USA. It provides services to 70+ Fortune 500 clients across Information Technologies and Industries through a network of regional and local subsidiaries, which are located in: .USA (Global HQ), Silicon Valley .Singapore (Asia HQ), Singapore .China (Shanghai, Beijing, Dalian, Wuhan, Chengdu, Guangzhou and Shenzhen) .Hong Kong & Macau .Japan & South Korea .Thailand, Philippines, Indonesia .Malaysia and South East Asia .India .Europe (MTS + partners) .Middle East (MTS + partners) .ANZ (MTS + partners) MTS has been actively expanding its solution and service offerings through sustainable investments of vendor capitalists in developing proprietary services, solutions and establishing strategic partnerships with leading international partners such as CISCO and AVAYA. MTS has a strong servicing team, staffed with senior international domain specialists, providing business and IT consulting, project management, application virtualization testing and IT operation support services. Our company is a socially responsible employer with over 200 highly talented professionals, managed by a world-class multi-national executive team. Please visit our official website to get it further: www.mtscloud.com What You'll Do: As a CX Order Management Specialist , you will be an integral member of the Order Management and Asset Recovery team within the Service and Logistics Organization. Focusing on key areas: Customer Delivery and Escalation Management of the Customer Experience (CX) Order Management and Asset Recovery service programs. Support contact centre operations to exceed performance goals and deliver expected compliance and cost controls outcomes. Cross-functional collaboration and cohesion across Service Logistics and Customer Experience Delivery teams. Key role and responsibilities: Achieve business objectives on service delivery performance and asset recovery returns for RMA/service replacement orders Engage, collaborate and manage communications and actions with customers, partners, third-party suppliers/vendors, and key stakeholders. Manage, own and resolve service order/RMA escalations, recover customer sentiments, and set expectations. You will be assigned duty manager work shifts during the business day and on-call rotation shifts to support after business hours or on public holidays. Lead, collaborate, execute, and provide technical or subject matter expertise support for projects and tasks assigned. Engage and align with global functional program and project teams and may require to work outside the regular business hours. Establish customer relationships and provide value beyond initial customer requests. Build and optimize processes, policies, and work instructions with outcomes to formulate and execute strategies to drive and improve the customer experience Conduct field enablement/training for stakeholders, suppliers, and customers. Who You'll Work with: You will work under the Supply Chain Organization, Services and Logistics, Customer Delivery Management team supporting the Customer Experience (CX) delivery teams and services within Asia Pacific, India and globally. Who You Are: You have a strong business and customer orientation with knowledge and understanding of service logistics, supply chain, IT industry environment, and business needs. You are a self-starter that feels comfortable with ambiguity. You are passionate and experienced with Program Management, Customer Service Delivery and are a keen developer of best practices. Find the required Competencies and Experience below You have a minimum of FIVE (5) years of work experience in contact centre operations delivering omni-channel customer support or helpdesk services. You have a minimum of THREE (3) years of work experience on RMA service order creation and exception management, service contract entitlement, and asset recovery. You are certified as a COPC Professional Manager. You are ICDL certified with experience on building performance dashboards and reporting with intermediate skills in Data Analytics, and Visualization Tools specific to Tableau, Power BI. You have intermediate skills in Microsoft Office, Microsoft Sharepoint, and knowledge of VB/Macros is a plus. You can work under minimal direction and independently on multiple activities. You can engage in high-pressure customer escalation environments with the skills to recover and manage customer sentiments. You are skilled in negotiation, presentation, and customer service. You are clear and effective in written and verbal communications. University Degree (BA/BS) or equivalent. Supply Chain, Agile, PMP, ITIL, Six Sigma, and Technology Certifications are a plus.