Order Management Sr. Associate

Overview

Order Management & Order Fulfilment:

• Process customer orders: EDI, Open text and manual, samples, LC, interco and export
• Deal with customer queries - Deliveries / shortages / CC / Transport / commercial / finance/ traffic planning / 3PL
• Failure management - re process, cancel and comms to customers, transport and CC
• Respond to issues/queries from a number of sources (Phone, emails 24/7 int and ext, Teams & Zoom chats)
• End of day reports to make sure all orders are clean
• Book in deliveries through seperate customer portals or phone customer Goods In or by emails then input into SAP
• Order cleansing
• Managing exceptions within our network - dealing with internal operational issues and advising our customers (Internal & external)
• Training and on boarding of new associates

Manage returns and refusals:

• Create return delivery and inform sending WH and 3PL about pick up order
• Align on issue resolution with customer
• Receive notification about return delivery from customer/sales (in rare cases – only large quantity errors, health issues, damages etc.)

Other activities:

• Daily problem solving in order processing
• Coordination between departments (in person, by phone, zoom meetings, email)

People Responsibilities

• Support Customer Support team with all initiatives to improve GBS service offerings
• Support relationship management with key stakeholders within BU supply chain

Responsibilities

Order Management & Order Fulfilment:

• Process customer orders: EDI, Open text and manual, samples, LC, interco and export
• Deal with customer queries - Deliveries / shortages / CC / Transport / commercial / finance/ traffic planning / 3PL
• Failure management - re process, cancel and comms to customers, transport and CC
• Respond to issues/queries from a number of sources (Phone, emails 24/7 int and ext, Teams & Zoom chats)
• End of day reports to make sure all orders are clean
• Book in deliveries through seperate customer portals or phone customer Goods In or by emails then input into SAP
• Order cleansing
• Managing exceptions within our network - dealing with internal operational issues and advising our customers (Internal & external)
• Training and on boarding of new associates

Manage returns and refusals:

• Create return delivery and inform sending WH and 3PL about pick up order
• Align on issue resolution with customer
• Receive notification about return delivery from customer/sales (in rare cases – only large quantity errors, health issues, damages etc.)

Other activities:

• Daily problem solving in order processing
• Coordination between departments (in person, by phone, zoom meetings, email)

People Responsibilities

• Support Customer Support team with all initiatives to improve GBS service offerings
• Support relationship management with key stakeholders within BU supply chain

Qualifications

Qualifications:

• Excellent spoken and written English language knowledge
• University degree
• Previous exposure to similar role is a plus

Abilities:

• Highly effective customer service skills to build and maintain very good working relationships with internal and external customers.
• Excellent attention to detail with data entry and order processing experience.
• Proficient in IT technology with good knowledge of Microsoft Office Excel.
• Ideally good knowledge of order-take systems or SAP, or have the ability to learn and adapt to bespoke systems and processes. 
• Excellent communication skills.
• Systematic, disciplined and analytical approach to problem solving.
• Demonstrate ability to work against daily deadlines with the ability to plan and prioritise own workload.
• Displays responsible and ethical behaviour towards customers, suppliers and others in the organisation.