Position | Candela Medical Hong Kong

Job Brief

Role

Office Manager/ Sales Support Administrator

Job Description

Reporting directly to the National Operations Manager.

Responsibilities will include but are not limited to:

Provide a high level of administrative support to BDM team as required
Processing of sales orders
Review data accuracy before importing quotation to sales order
Ensure all orders and documentation is auditor compliant, including collation of documentation for delivery of new devices according to state governments requirements (to prevent non-compliance issues and delays with deliveries)
Issue pick list to 3PL warehouse
Issue manual invoice according to customers’ requirement
Coordinate logistics of shipping devices to customers for sales and demo purposes
Maintain office day to day functions including front desk functions
Inventory allocations
Providing information to National Operations Manager as required

Frontline Service

Core role and responsibility is Office Manager/BDM Sales Administrator
As part of a collaborative cross-functional administration team, you will be required to provide administrative support to all areas of the company as necessary.
Answer telephone and/or email requests to identify customer and/or equipment and direct enquiries to appropriate Candela personnel for action
Create service call related cases
Liaise with internal and external stakeholders via phone, email and face-to-face
Be an active contributor to continuous improvement

Order Processing – Consumables and Sales

Answer telephone and/or email requests for the purchase of consumables and accessories
Identify customer and/or equipment to ascertain the correct consumable/accessory required
Create sales orders and quotations for the customers
Process and ship orders as per approved customer quotation (Oracle/Express Fulfilment)
Liaise with other departments e.g. finance, sales and service to escalate customer account issues
Monitor consumable/accessory stock levels and re-order as necessary to ensure supply
Manage returns and/or replacement of warranty claims, wrong orders etc
Manage and track shipped orders via appropriate tracking tools/software
Create and monitor backlog reports to ensure orders are shipped and manage orders on “backlog”
Improve and maintain data integrity in CRM and ERP systems
Efficient management of sales orders
Review of data accuracy prior to order processing
Consumables and sales invoicing

Administration Support Across All Candela Departments

Triage service calls/emails and open cases and/or work orders to log the service call
Troubleshoot work orders that are unable to be processed through to closure
Maintain accurate database of installed equipment in CRM
Data entry of service contracts in service (ServiceMax) and accounting (Oracle) systems with follow-up through to invoicing
Creation of service quotes for Time and Material transactions with follow-up through to invoicing
Liaise with accounts team for processing of credits, refunds etc.
Conversion of accepted sales purchase orders from CRM into ERP systems, from acceptance through to invoice, including ensuring data accuracy according to company policy
Create pick slip of goods and forward to 3PL company
Coordinate installation of devices across sales and service departments
Documentation collation control: gathering of required documentation for revenue recognition and storing of files for auditors
Provide a high level of administrative support across all Syneron Candela departments as requentired

Logistics

Demo Device Stock

Update and maintain control of the current location of all demo devices and equipment
Assist BDM’s when required with organisation and preparation of required devices for both on and offsite demonstrations

Stocktake

Assist when required with quarterly stocktake of demonstration and finished goods

Key Responsibilities and Accountabilities

Promote Syneron Candela products and services in line with Candela values when dealing with internal and external customers
Answer calls in a courteous and professional manner
Log detailed information on calls received
Maintain and update information in relevant programs, records and/or trackers in an accurate and timely manner
Ensure information regarding change is communicated to appropriate parties
Perform routine clerical tasks as assigned
Prioritise workload to ensure critical tasks are completed proficiently and professionally
Communicate and liaise professionally, clearly and effectively
Establish and maintain effective working relationships with both internal and external stakeholders
Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant workplace health & safety procedures
Pursue personal development of skills and knowledge necessary for the effective performance of the role

Required Skills

Strong ability to work both as part of a team and autonomously
Ability to work well under pressure and tight time lines
High level of accuracy and attention to detail
Demonstrate first contact resolution of customer enquiries contributing to the overall positive customer experience.
Previous experience in customer service or office administration (5 yrs minimum)
Proficiency in Microsoft Office applications, particularly Excel
Previous experience with Salesforce and Oracle operating systems
Strong organisational skills and the ability to multi-task effectively, must be effective manager of time
Proactive and solutions-driven with a positive attitude to challenges and demands
Provide a high level a support to internal and external stakeholders as required
Resilient to challenges and stress when facing competing priorities
Highly flexible and adaptable to changing priorities and willing to take on new responsibilities and challenges
Excellent interpersonal and communication skills
A genuine desire to become part of a well-oiled team who pride themselves on their strong work ethic and customer focus

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