Customer Order Management & Logistics Support Specialist

Order management is the process of order capturing, tracking, and fulfilling Customer orders. The order management process begins when an order is placed and ends when the Customer receives their delivery. Customer Order Management & Logistics Support Specialist is responsible for monitoring sales orders within our SAP R/3 system and confirming accurate delivery details to the Customers. COM&LS Specialists verify the availability of placed orders, ensuring its quality before shipment to avoid complaints and issues. They interact frequently with Sales, Demand Management, European Supply Chain Services and Logistics, and the Customers supply teams to ensure business requirements are fulfilled, issues resolved, and potential problems are anticipated with corrective action taken. They are the main point of contact for own Customers and multiple internal stakeholders within the Western Europe or UK regions. They must have excellent organizational and communication skills, especially in handling Customers' inquiries and concerns about the orders and resolving delivery discrepancies. Responsibilities:

• Be accountable for execution of complete order process from sales order creation up to the delivery at our Customer. That involves receiving the order in different formats through multiple channels, checking the order in SAP R/3 on product codes, stock availability, deciding on product allocation, scheduling delivery appointments. Liaise and provide solutions during this end-to-end process to our Customer and stakeholders if any changes are required.
• Identify and consolidate orders from customers in order to build full truck loads where applicable.
• Have direct written and verbal contact with Customers and partners. Maintain and develop relationships, provide great Customer Service to increase Customer satisfaction (as measured by the Advantage Group or other surveys) and minimize Customer complaints.
• Support cost transformation initiative by providing analysis of non-conformance incident and reviewing shortage log.
• Support Supply Chain teams in reaching sustainability targets by ensuring customer minimum order quantities are met and transport costs are reduced. Understand Key Performance Indicator requirements and own work impact in order to achieve and exceed desired results. Support On-time and In-full thresholds.
• Handle tight deadlines in a fast-paced environment and prioritize daily tasks according to the current business needs.
• Take the responsibility of the Customers' logistics claims through Dispute Case Management tool, investigate the complaint, create credit/debit notes and returns, attach the required approvals, liaise with stakeholders when required. Monitor and process all returns according to financial requirements and ensure compliance to all SOX controls.
• Participate as an active contributor in regular teleconferences/meetings with stakeholders. Address Customer requirements shortcoming. Pro-actively communicate challenges and search for the optimal solutions adjusted to the current situation.
• Manage proactively Customer portfolio, update regularly internal documentation related to Customer's data.
• Manage the daily job shares alongside the other team members, including joining operations calls, identifying incomplete documents and creating material determination, amongst others.
• Identify continuous improvement opportunities and cost savings, address gaps in current processes and suggest optimized ways of working to improve customer satisfaction and the team's efficiency.
• Understand and fulfil all regulations of the internal policies as well as internal control framework, provide analysis as requested by Internal Control or Quality Assurance.
• Take part in different projects outside of regular work responsibilities, provide expertise, collect data, take active part in process analysis and improvement implementation.
• Provide the training to other team members regarding the daily tasks whenever necessary and requested.
  
  1 - 2 years of Customer-facing experience in Order Management / Customer Service in FMCG sector / Order to Cash / Supply Chain roles
• Thorough knowledge of all MS - Office tools
• SAP skills will be ideal
• Excellent time management skills, able to manage pressured situations
• Able to use own initiative and to work independently with multiple deadlines/tasks
• Customer relationship management skills
• Strong team player with the ability to work within the group and to train new team members
• Proactive/can-do attitude
• Excellent communication (written & verbal), interpersonal skills will be essential
Language requirement:
• Fluent English is essential