ZOOM: CHANNEL ORDER PROCESSING SPECIALIST - JAPANESE SUPPORT

Job Description

• Bilingual Support (English and Nihongo)
• Process channel orders from distributors, direct resellers, and carriers.
• Process order provisioning quotes for Distributor and Reseller transactions.
• Take actions to drive the resolution of outstanding PO and quote issues.
• Respond to Channel Order tickets in Zendesk, adhering to defined SLAs.
• Resolve Channel Order Processing ServiceNow tickets from internal teams.
• Track orders, provide order confirmations, address order processing-related queries and communicate in a professional and service-oriented manner to internal and external stakeholders.
• Ensure completeness and accuracy when processing POs and quotes.
• Ensure orders are processed promptly and follow up as necessary, adhering to defined SLAs.
• Accountable for meeting the KPI.
• Deliver results with a growth mindset.
• Responsible for maintaining defined standards of quality.
• Participate in group calibration sessions to sustain the quality control in place.
• Escalate delays and any issues to the Work Group Lead.
• Inform the Work Group Lead of any unusual activities and/or behavior observed in operations.
• Attend and proactively participate in training, testing, and/or upskilling for operational and professional development.
• Initiate ongoing process and workflow improvements.
• Flexible to regional work allocation depending on the business need.
• Abide by COPS internal agreements, KMC, and Zoom policies.
• Participate in engagement activities by contributing to ad­hoc assignments, attending video calls, and championing professional camaraderie.
• Support Month and Quarter close tasks.

Requirements

• A fluent speaker and writer in English and Nihongo
• A team player can work with others to achieve a shared goal, participate actively, share responsibility, and contribute to the team's success.
• Highly motivated, self-directed individual who thrives in a fast-paced environment.
• Excellent written and verbal communication skills
• Focused on accuracy, completeness, speed, and value-add for tasks that will deliver happiness to partners.
• Ability to excel in a fast-growing/fast-paced environment delivering accuracy while managing deadlines.
• Excellent organizational skills with attention to detail; ability to manage multiple priorities in parallel.
• Highly collaborative and good change management skills.
• Ability to prioritize workload and manage a high volume of orders at a quarter and month-end close