Senior Specialist - OM & CS

Role Summary

• Transaction processing – Order Management team in MANN+HUMMEL  shared service centre in India. Responsible for coordination of processes, support on projects, Hand hold freshers and new joiners in team.

Main Tasks

Operational Duties:

• Receives and processes complex customer orders, inquiries and/or complaints
• covering items or products ordered. Maintains an ongoing relationship with customers and sales
• staff.
• Uses knowledge of products, product availability, sales
• territories, and individual customers to provide a key communications link to the customer.
• Exercises judgment and discretion, and functions independently within authorized limits.
• Typically requires analysis, judgment, and sensitivity to customer needs.

Main Accountabilities of Order Management

• Manage customer portals

• Create delivery note

• Validation price agreement

• Monitoring EDI Orders

• Confirmation order details

• Manual order entry

• Manage order exceptions

• Send order confirmation

• Manage return

• Customer order delivery tracking

• Issue credit note

• Price dispute management

Customer Care

• Answer customer questions regarding technical issues

• Forward customer request to product management

• Forward complex topics, dispute cases, technical support to respective responsible function

• Analyze internal request

        Key Performance Indicators/Key Result Areas

• Your Ones Score (Turn Around Time) Meeting or exceeding according agreed and defined Target
• Escalation - = or < 2
• Is able to provide RCA and CAPA for self
• Active role player on activities: Individually contribute and, Support the team members  to "think out of the box" mindset through brain storming sessions
• Propose and Support Team Leader to Identify at least 2 processes/process steps that can be automated and use the RPA team to convert them into benefits
• Performs Training and Mentoring
• Does Audit and provides continuous inputs to Leads/TLS on the Gaps Identified
• Suggest any updates/new exceptions to be recorded & maintained in-depth knowledge of all process documents, and use it as and when required before seeking help (Remove dependencies from Local/GPHs/Leads
• Be an active role player in Efficiency and Productivity gain

• Is flexible enough to adjust into business changing environments (Service Hrs, Stetch assignment)
  
  Key Competencies
  
  
• Demonstrated ability to adapt and respond appropriately to evolving work demands
• Proven ability to problem solve and take appropriate actions
• Must be detail orientated with strong analytical and mathematical abilities
• Excellent interpersonal and communication skills (written and oral)
• Demonstrated proficiency in meeting timely objectives
• Must be able to work in a fast paced dynamic environment
• Exellent communication and organizational skills, team player.
  
  
  

Experience

• Education/university degree in business administration, sales, commerce or any other relevant field.
• 3 to 6 years of experience in Order to Cash/Account Receivables/ Credits and Collections/order management / customer service domain.
• SAP Financials (FICO or SD) and MS Office (excel, Powerpoint, word, visio..)
• Overall overview or working experience in controlling, reporting or data analysis will be an added advantage
• Experienced in Shared Service Centre environment (ticketing tool, SLA KPIs)
• Flexibility with shift timining for self and experience in 24x5 shift model.
• Service oriented mindset - Proven ability to develop new ideas and creative solutions
• Previous experience researching, analyzing and solving problem payment data issues
• Experience with assignments that use metrics that set minimum standards for volume and accuracy
• Accounting knowledge required and the ability to reconcile accounts

Skilled at completing cash audits of accounting records and cash accounts for accuracy and compliance with policies and procedures