As part of the global Order Management strategy, and aligned with the wider LSEG's Customer Operations strategy, we are building a Sales Order Management Specialist (SOS) team based in Tokyo, Japan. This team will provide support for our LSEG/Refinitiv customers in Japan as well as to Japan domiciled global financial organizations.
This team will be composed of highly skilled individuals with order management / order-to-cash experience preferably related work background.
Responsibilities:
Handle the order process for Refinitiv products; this includes entering orders into specialist permissioning or electronic fulfilment systems and working with internal and external customers to ensure the order is fulfilled according to agreed turnaround times and with accuracy
Handle the resolution of internal and external customer queries and issues through investigation, analysis, proposal of recommended solutions, and agreement on appropriate course of action
Handle the all-customer queries and communication in a professional and customer-focused manner
Adopt the business progress and change by obtaining the new knowledge as operation oriented
Accountable for meeting and maintaining defined standards for quality and efficiency e.g. agreed volume, service and quality targets
A great teammate, collaborating with the team to ensure all customer requirements are met e.g. supervise the group email account to ensure that requests are processed and to align the LSEG Market Driven Metrics
Able to communicate and collaborate effectively with all customers, and colleagues in a variety of locations globally
Responsible for online maintenance and accuracy of customer install position (billable assets) and ensuring appropriate customer access
Responsible for crafting and modifying customer master data
Accountable for ensuring appropriate financial controls and policies are adhered to and in place. In addition, ensure controls around the use of 3rd party data are in operation for all customers they support.
Bring up any delays to internal groups including to the senior members of the organization as appropriate
Utilize the multi-tasking skill to put the priority to provide the phenomenal service to customer
Work with hybrid working model (3 days office/2 days home)
Skills and Qualifications:
3-4 years of relevant experience
Graduate/post-graduate in field
Expert candidates should have prior administration experience
Strong customer service skills and customer first and focus
Strong data interpretation skills
Good proven understanding of computer systems; knowledge on SAP, Salesforce and Siebel is an advantage
Experience or familiarity with CPQ (Configure, Price, Quote) tools is desirable
Strong focus for accuracy, completeness and profit for assigned tasks which leads to providing an excellent customer experience
Good ability to prioritize and has attention to details – be deadline orientated and have the ability to multi-task
High proficiency and skills for learning and champions effective partnership
Possess excellent written and verbal communication skills both in Japanese and English
Good ability to work independently on multiple activities, showing appropriate level of prioritization and critical issue skills
Flexible working in a shift. Note – SOS typically align public holidays to the location they support when SOS supports global clients
Experience with AI tools is preferred
+3-4 years Customer Service / Order-To-Cash roles
Japanese and sophisticated English (business level / business terms)
Understanding of Japanese business practices would be an advantage
Career Stage:
AssociateLondon Stock Exchange Group (LSEG) Information:
Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
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You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.
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