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 seperate 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
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 seperate 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:
- 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.
