Specialist, Order Management

Responsibilities

• Monitor and manage inbound orders for EDI accounts and process manual orders in SAP for non-EDI accounts.

• Inclusive of Retail Partner and FSS

• Inclusive of saleable/non-saleable

• Serves as the primary point of contact for field sales, counter, sales planner, commercial, and distribution teams for:

• order management validation

• shipments

• new launch and promotional program allocations

• ELC-owned counter requirements

• Door opening

• service level details

• Review open order reports daily (import into spreadsheets to analyze), communicate and recommend decisions

• Address/Investigate and action orders as required with priority to ensure orders are completed timely to ensure shipping schedules are met

• Proactive management with commercial team to alert on out-of-stock situations

• Alert commercial team of inventory status including counter inventory

• Inform commercial team and retailers of Customer purchase order (PO) errors and summarize EDI transmission errors (encompassing inactive/discontinued products, incorrect SRPs etc.) to improve retailer service level

• Understand the retailers’ process for their POs and routing approvals, including delivery or order cut-off timelines. Communicate with retail buying offices to adjust PO ship and cancel windows to enable shipments. Consider all aspects to align with Retailer/ ship schedules

• Process approved returns orders

• Handle incoming inquiries from all internal and external customers regarding shipments, orders, discounts, etc.

• Other system execution tasks as needed (SAP/UPS/Citrix/QlikView/BI/Warehouse Execution Systems)

Reporting and Analytics

• Produce daily/weekly sales report to track actual orders vs target

• Produce daily/weekly order fulfilment report at channel and customer level

• Produce daily/weekly tracking of store inventory levels vs target

Requirements

• University graduate with 2-3 years of working in an SSC environment with prior experience in Customer Service

• Proficient in English in both written and spoken

• Retail or related industry experience

• Problem solving and critical thinking skills

• Attention to detail and the ability to work independently

• Excellent customer service skills and the ability to work with diverse personalities/cultures across the region

• Ability to change focus when needed, while making regular progress on assigned work/projects