Order Management and Customer Service Specialist

Specialist - OM & CS

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

 

 

Skills

Process ImprovementData ManagementOrder FulfilmentData AnalysisRegulatory ComplianceCustomer FocusProblem SolvingCustomer Relationship ManagementData EntryOrder Picking

Experience

• Education/university degree in business administration, sales, commerce or any other relevant field.
• 0 to 3 years of experience in Order to Cash/Account Receivables/ Credits and Collections/Order management / Customer service domain.
• SAP Financials (FICO- Mandatory and SD- added advantage) 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

 

Experience Level

Mid Level