About us
Reporting to the Order Desk Manager, you will work in the Order Management team responsible for entering and processing sales orders (from Retail, Direct, Professional, and Customer Service), ensuring delivery to our customers on time and in full, and resolving customer queries. You will support the improvement and optimization of both internal and external processes related to Logistics and Customer Service, working closely with the Logistic Coordinator, Demand Planner, Customer Service In-Market, Service Center Manager, local Sales teams, Finance team, and 3rd party logistics providers.
About the role
* Drive operational excellence by identifying improvement areas in the Order Management processes (e.g., improving order entry & processing, optimizing transportation by decreasing delivery frequency and increasing order drop size, and improving transport lead times) to increase service levels towards our customers and improve the Logistics budget; manage the implementation of the aligned improvements.
* Daily tasks of the Order Management team include:
1. Entering and processing customer and internal orders in SAP, ensuring order readiness and completeness for delivery creation.
2. Following up on deliveries with customers and warehouses, ensuring delivery on time and in full.
3. Organizing returns, exchanges, and managing refusals based on customer requests, processing these in SAP.
4. Processing customer claims, invoice corrections as needed, refunds, rebates, and discrepancies in the Dispute Management System.
5. Checking stock levels and executing product allocations jointly with the Logistics team.
6. Being the primary point of contact for customers (Retail and Professional) via phone and email on customer queries related to orders and providing solutions independently in a timely manner.
7. Supporting the Sales team in Order Desk and Logistics matters to meet monthly sales targets.
8. Preparing a daily overview to see the status of the order book and proactively communicating to internal stakeholders any uncertainties in orders and deliveries, while working on resolving those.
9. Being an effective escalation point for Sales teams and 3rd party Logistics providers in case of issues with orders and deliveries.
10. Picking up new activities that fall broadly within the purpose of the role.
About you
Technical
* Experience in working within a matrix commercial environment.
* A strong ability to analyze information from various sources of data to form long-term plans.
* Fluent in English.
* SAP knowledge is a plus.
* Advanced level in Microsoft Office (mainly in Excel).
Guidant Global (BH4SF) is acting as an Employment Business in relation to this vacancy.
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