Order Management Sr. Associate

Overview

This role is responsible for supporting GBS Supply Chain team with general customer service administration, order management and order fulfilment and execution support. It will require a collaboration with all departments supporting SC in terms of solving daily order issues and implementing business actions. The vital link between retailers, our distribution network and wider Customer Services Team for day-to-day orders and delivery process & ultimatey to make sure our custmers get the products & service they need.

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

• 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 priorities own workload.
• Displays responsible and ethical behavior towards customers, suppliers and others in the organization.