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Order Quality Manager

Operations & Admin
Full-Time
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Bayan Baru, Penang

About The Job

Order Quality & Success Day to Day 
  • Manage and guide team members to help foster a high performance and service-oriented culture within the team.
  • Review and monitor the quality of both new and reoccurring (renewal) subscription orders. Supervise and monitor daily opportunity to order matters including support for new business, renewal processing, change requests and responding to end-user inquiries.
  • Manage and develop processes that maintain a high-quality service experiencing when contacting customers.  
  • Develop a targeted/data driven approach to prioritize on the right customer and market segments to improve quality 
  • Establish and maintain operating mechanisms with partner groups providing service to the business.
  • Collaborate with key global functions including sales, sales operations, customer support, fulfillment, order management and billing to reduce re-work and optimize hand-offs. Develop effective working relationships with sales and collaborate with partner groups providing service to the business. 
  • Make certain all business activities follow the sales order policy and other key controls 
  • Reduce the number of overdue renewals in collaboration with sales and support organization 
  • Drive workflow via cases, outbound and inbound tracking and to support root cause analysis.  Manage assigned cases and drive performance based upon metrics.
  • Handle any escalations from account managers in a timely and transparent manner.
Reporting, Analysis & Continuous Improvement 
  • Deliver invoice corrections reporting; provide management and sales focused reporting, leaderboards, etc.
  • Perform detailed root cause analysis to determine source of errors and put in place process and other improvements to remediate issues 
  • Identify corrective actions (people, process and systems) and deliver training, communications support to improve quality
  • Partner with CRM Operations and MIS to develop and implement solutions.
  • Support and lead training when required for sales and support including new starter training, training on initiatives in partnership with other teams
  • Assist with system user acceptance testing 
Talent Development & Management 
  • Lead team members in developing their business knowledge by increasing their understanding of product offerings, business policies, order processing, promotions, incentives, contract management and assists in problem solving all issues that are related to fore-mentioned processes.

Job Requirements

  • Bachelor degree is required
  • Minimum of 7 years work experience preferred with sales, business operations, order to cash, billing/invoicing, or subscription management 
  • Minimum of 3+ years' experience in a management capacity and supervising team members
  • Preference of 5 years demonstrated experience with CRM, preferably Salesforce and order management and billing systems like SAP, Netsuite or Zuora 

Our Culture

WORLD-CLASS GBC

It’s never been a more exciting time to join Clarivate as we build our brand new, state-of-the-art Global Business Center in Penang.  We offer a 9-week initial training program that will set you up for success as well as ongoing training opportunities that will take your career to the next level.  As a new and growing Global Business Center, our Penang location will provide an opportunity to accelerate and develop your career in numerous directions.  With an attractive base salary, a performance-based bonus and an opportunity to participate in our Customer Delight share program, it’s an exciting time to be joining us.  

We’re a values-driven organization and are looking for individuals who share and want to uphold our values:  Aim for greatness, Value every voice and Own your actions.  

PROVIDE INSIGHTS AND ANALYTICS

Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science™, Cortellis™, DRG, Derwent™, CompuMark™, MarkMonitor™ and Techstreet™. Today, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit clarivate.com.

We employ more than 6000 colleagues in 43 countries.  Clarivate is a public company. We are listed on the New York Stock Exchange under the tickers NYSE: CCC; CCC.WS.  

Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers.
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