Responsibilities

Order Management & Order Fulfilment:

• Process customer orders: EDI, Open text and manual, samples, LC, interco and export

• Deal with customer queries - Deliveries / shortages / CC / Transport / commercial / finance/ traffic planning / 3PL

• Failure management - re process, cancel and comms to customers, transport and CC

• Respond to issues/queries from a number of sources (Phone, emails 24/7 int and ext, Teams & Zoom chats)

• End of day reports to make sure all orders are clean

• Book in deliveries through separate customer portals or phone customer Goods In or by emails then input into SAP

• Order cleansing

• Managing exceptions within our network - dealing with internal operational issues and advising our customers (Internal & external)

• Training and on boarding of new associates

• Manage returns and refusals:

  • Create return delivery and inform sending WH and 3PL about pick up order
  • Align on issue resolution with customer
  • Receive notification about return delivery from customer/sales (in rare cases – only large quantity errors, health issues, damages etc.)

Other activities:

• Daily problem solving in order processing

• Coordination between departments (in person, by phone, zoom meetings, email)

People Responsibilities

• Support Customer Support team with all initiatives to improve GBS service offerings

• Support relationship management with key stakeholders within BU supply chain

Qualifications

Qualifications:

• Excellent spoken and written English language knowledge

• University degree

• Previous exposure to similar role is a plus

Abilities:

• Highly effective customer service skills to build and maintain very good working relationships with internal and external customers.

• Excellent attention to detail with data entry and order processing experience.

• Proficient in IT technology with good knowledge of Microsoft Office Excel.

• Ideally good knowledge of order-take systems or SAP, or have the ability to learn and adapt to bespoke systems and processes.

• Excellent communication skills.

• Systematic, disciplined and analytical approach to problem solving.

• Demonstrate ability to work against daily deadlines with the ability to plan and prioritise own workload.

• Displays responsible and ethical behaviour towards customers, suppliers and others in the organisation.