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Order Quality Manager

Clarivate (Malaysia) Sdn Bhd
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RM7K - RM10K

Bayan Baru

Full-Time

Job Description

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 

Company Benefits

Fun & Engaging Team!

Our team is fun, happy and energized! We practice open communication, healthy team work environment!

Global Exposure

You would learn about global exposure if you join us! You are in the trending industry like Data Analytics and Life Sciences!

Awesome Medical Benefits

Excellent medical benefits all for employees!

Awesome Type of Leaves

We recognize >17 local and regional public holidays! We recognize hard work - we have replacement holidays too! Women get 3 months maternity and more!

Attractive Remuneration

We provide attractive packages for the best hire! We provide extra 3% EPF contribution to all!


Additional Info

Experience Level

4 - 15 Years of Experience

Job Specialisation

Clerical, Administrative & Secretarial


Company Profile

Clarivate (Malaysia) Sdn Bhd-logo-image

Clarivate (Malaysia) Sdn Bhd

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 CPA. 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 8,500 colleagues in 40 countries and we work with over 200 partners to deliver value and success for our customers. Today, Clarivate is a publicly traded company, listed on the New York Stock Exchange under the tickers NYSE: CLVT. 

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.

company-logo-image

Order Quality Manager

Clarivate (Malaysia) Sdn Bhd

RM7K - RM10K

Bayan Baru

Full-Time

This job is no longer available