About this role
About the Role Associate I, Customer Services Support - Order Monitoring & Data Analyst (OTI) is responsible for monitoring and supporting end-to-end order management processes to ensure accurate and timely order fulfillment in line with company policies, service commitments, and China OTIF standards. The role serves as the primary coordinator for automated order monitoring, data analysis, reporting, and sales support activities while ensuring operational excellence across order processing, customer service, equipment financing administration, Custom Pak management, pricing support, purchasing activities, and demo equipment programs. The position acts as the first line of support for order automation exceptions, collaborating closely with IT teams, Sales, Customer Service Representatives (CSR), Finance, Master Data, Pricing, Supply Chain, and third-party logistics partners to resolve issues and minimize business disruption. The role also supports continuous improvement initiatives through root-cause analysis, process optimization, automation enhancement, and reporting insights.Additionally, Associate I is responsible for ensuring compliance with applicable SOPs, GxP requirements, company policies, internal controls, and quality standards while delivering a high level of customer service and operational support. What You'll Do
- Support the achievement of service levels, operational KPIs, OTIF targets, and customer satisfaction objectives.
- Monitor BOT/RPA and Adi (e-order) transactions in real time to ensure accurate and timely order processing across the order lifecycle.
- Serve as the primary point of contact for customer order processing, order status updates, inquiries, and issue resolution.
- Provide post-sale customer support on both technical and non-technical matters, ensuring timely responses and customer satisfaction.
- Act as liaison between customers, sales teams, production, distribution, finance, pricing, and logistics stakeholders to ensure seamless order fulfillment and issue resolution.
- Support the preparation, maintenance, and management of order data and related reporting to support business decisions. What We're Looking For
- Ability to monitor end-to-end order management processes and perform data analysis, reporting, and sales support.
- Strong cross-functional collaboration with IT, Sales, CSR, Finance, Pricing, Supply Chain and third-party logistics partners.
- Commitment to compliance with SOPs, GxP requirements, company policies, internal controls, and quality standards.
- Customer service mindset with focus on timely issue resolution and service levels.