Responsible for assisting with order entry and escalation processing for our Mandarin and Cantonese-speaking field sales partners. Responsible for the order entry experience, while ensuring work order accuracy and compliance and responding to escalation concerns that are generated from our field sales representatives. Successful candidates will be fluent in either Mandarin or Cantonese languages and must be fluent in English. Ideal Candidates can communicate effectively in Mandarin, Cantonese and English.

Essential functions of the position include, but are not limited to the following:

-Order Entry processing and order flow-through support for field sales professionals

-Responsible for researching and resolving escalations submitted by field sales professional pertaining to order flow through, customer experience, and order entry within established timelines

-Record and report escalation and account correction information from all sources including, but not limited to, phone calls, email, voice mail and electronic ticketing tools

-Efficiently follow the established call flow to handle a high volume of transactions and meet quality expectations

-Build a professional rapport with field sales professionals by addressing their support needs within prescribed policies and processes

-Exercise sound judgment and act responsibly in the interests of sales professionals, customers and the company

-Work interdepartmentally to resolve customer impacting issues

-Manage ticket queues to ensure timely response

-Consistent exercise of independent judgment and discretion in matters of significance

-Regular, consistent and punctual attendance. Must be able to work different shifts as needed; to include nights and weekends, variable schedule(s) as necessary.

-Perform other duties as assigned.

-High School or Equivalent

-Generally requires 0-2 years related experience