Order Processing Support

Role Summary

Work with Regional OP TLs and L2s to process orders, Follow the wiki/Instruction on the mail/Check lists while processing the orders and ensure company policies are being adhered to at all times

Monitor Case queue/order queue throughout the day, any stuck orders to be reviewed and to be cleared with the help of TLs/L2s,

To be clear on the wiki instructions/Export Policy/Billings Policy/Global Order Processing Practices and any doubt to be cleared with the help of TLs/L2s.

Ensure on the Job behaviour and utilization of the company resource is in line with HR Policy.

Any planned leave must be informed well in advance to TLs, to be applied on the HR Portal, and wherever possible, should not be taken on the Month End/Quarter End. Kindly ensure to follow the HR Leave policy at all times.

Holiday working/Month,Quarter,Year end working hours need to be adjusted as per the business requirement and need to support TL positively by adjusting as much as possible.

What You Will Do
- Regularly reviews of Case queue and Orders queue and to clear any stuck order/Case with the help of Regional TL/L2s.
- Regularly updating the Out side SLA Metrics, Case comments updation.
- Follow the wiki/other instructions while processing the orders.
- Follow the Export policy/billing policy while processing the orders without any deviation.
- On the month end/Quarter End/Year end, please ensure that we plan our day as per the expectation of TL and leave after informing TL.
- On Holiday/Month end, quarter end, year end, we need to ensure the skeleton staff in order to meet the business requirement and need to support TL positive as much as possible.
- Ensure all your orders are processed within agreed SLAs.
- Apart from orders, whatever is expected on daily basis is fulfilled accordingly, for example, outside of SLA reason to be updated while processing the orders (missing ones within 48 hours), Case value/reason to be updated immediately.
- Any planned leave first needs to be approved by TL, then HR portal and calendar needs to be updated.

What You Will Bring
- Excellent written and verbal communication skills
- Problem Solving
- Numeracy
- Strong organization and time management

What's Great About Sophos?
- Our people - we innovate and create, all of which are accompanied by a great sense of fun and team spirit
- Employee-led diversity and inclusion networks that build community and provide education and advocacy
- Annual charity and fundraising initiatives and volunteer days for employees to support local communities
- Global employee sustainability initiatives to reduce our environmental footprint
- Global fitness and trivia competitions to keep our bodies and minds sharp
- Global wellbeing days for employees to relax and recharge
- Monthly wellbeing webinars and training to support employee health and wellbeing

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

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