Maternity Replacement Customer Care Agent - Sales & Service Quoting & Order Entry

The Customer Care Agent – Sales & Service Quoting and Order Entry is responsible for accurately handling customer sales and service requests, including creating quotes, entering orders, and processing order changes in accordance with established Standard Operating Procedures (SOPs). This role plays a critical part in delivering a positive customer experience while ensuring pricing accuracy, order correctness, and compliance with company policies. This role is a 2-year limited contract.

Key Responsibilities:

Sales & Service Quoting

• Create accurate sales and service quotes based on customer needs, pricing rules, and approved offerings
• Apply discounts, promotions, and pricing adjustments in line with SOPs and approval guidelines
• Clearly explain quotes, pricing, and terms to customers
• Ensure all quotes are complete, compliant, and properly documented

Order Entry & Management

• Enter customer orders accurately into ERP systems
• Validate order details including products, services, pricing, billing information, shipping information and customer data
• Process order changes, amendments, cancellations, upgrades, and downgrades according to SOPs
• Place purchase orders for the finished goods to the respective factories
• Maintain close communication with operations and planning

Customer Interaction & Support

• Handle customer inquiries via email, chat, or other supported channels
• Provide clear, professional, and customer‑focused communication
• Resolve basic order or quote issues and escalate complex cases when required

SOP Adherence & Quality

• Follow all established SOPs for quoting, order entry, approvals, and documentation
• Ensure compliance with pricing governance, data protection, and internal controls
• Identify and report SOP gaps, errors, or improvement opportunities to the SOP team lead
• Maintain high accuracy to minimize rework, escalations, and customer complaints

Collaboration & Continuous Improvement

• Work closely with Customer Care Operations, Planning, Operations, Logistics and Finance
• Participate in training, coaching sessions, and process updates
• Provide feedback on SOP usability and customer impact
• Support process improvements aimed at reducing errors and improving efficiency

Required Qualifications:

• High school diploma or equivalent (Bachelor’s degree preferred but not required)
• 1–3+ years of experience in Customer Care, Sales Support, or Order Management
• Hands‑on experience with sales or service quoting and order entry processes

Key Skills & Competencies:

• Strong attention to detail and accuracy
• Customer‑focused mindset with strong communication skills
• Ability to follow structured processes and SOPs consistently
• Ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs.
• Ability to identify appropriate AI use cases and critically evaluate AI-generated outputs.
• Basic understanding of sales, pricing, and order‑to‑cash processes
• Ability to manage multiple tasks in a fast‑paced environment
• Experience with CRM and order management systems (e.g., Salesforce , Navision or similar)

Preferred Qualifications:

• Experience in a high‑volume or complex customer care environment
• Familiarity with discount approval processes and pricing rules
• Experience working in regulated or policy‑driven environments