Job Description Summary

As part of the global Order Management strategy, and aligned with the wider Refinitiv Customer Operations strategy, we are building an Order Management Specialist (OMS) team based in Beijing, China. This team will provide support for our Refinitiv customers in the North Asia region.

This team will be composed of highly skilled individuals with order management / order-to-cash experience preferably with 1-2 years of related work background.

• Manage the order process for Refinitiv products; this includes entering orders into specialist permissioning or electronic fulfilment systems and working with internal and external customers to ensure the order is fulfilled according to agreed turnaround times and with necessary accuracy.
• Manage the resolution of internal and external customer queries and issues through investigation, analysis, proposal of recommended solutions, and agreement on appropriate course of action.
• Manage internal and external customer queries and communication in a professional and service-oriented manner.

The OMS will be:

• Accountable for meeting and maintaining defined standards for quality and productivity e.g. agreed volume, service and quality targets.
• Escalate any delays to internal groups including to the senior members of the organization as appropriate.
• A team player, collaborating with other members of the team to ensure all internal and external customer requirements are met e.g. monitor the group email account to ensure that requests are processed and completed according to agreed turnaround times.
• Able to communicate and collaborate successfully with internal and external customers, and internal colleagues in a variety of locations globally.
• Responsible for online maintenance and accuracy of customer install position (billable assets) and ensuring appropriate customer access is maintained.
• Responsible for creating and modifying customer master data.
• Accountable for ensuring appropriate Financial controls and policies are adhered to and in place. In addition the OMS will ensure appropriate controls around the use of 3rd party data are in operation for the internal and external customers they support.

Required Skills

• Strong customer service skills and customer focus.
• Strong data interpretation skills.
• Good working knowledge of computer systems; knowledge on SAP, SalesForce and Siebel is an advantage.
• Strong focus for accuracy, completeness and value-add for assigned tasks which leads to providing an excellent customer experience.
• Good ability to prioritize and has attention to details – be deadline orientated and have the ability to multi-task.
• High aptitude for learning and champions effective collaboration.
• Possess excellent written and verbal communication skills.
• Good ability to work independently on multiple activities, showing appropriate level of prioritization and escalation skills.

Flexible working in a shift. Note – OMS typically

align public holidays to the location they support.

Language Skills

For those individuals supporting customers in China and Taiwan:

• Mandarin and English (business level / business terms).
• Understanding of Taiwanese business practices would be an advantage.

For those individuals supporting customers in Korea:

• Mandarin, Korean and English (business level / business terms).

上班地址：海淀区中关村软件园方舟大厦