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Order Management Specialist
3 months ago
Primary purpose of the role
1. Manage the end-to-end O2C process from order receipt, through to fulfilment, shipping, delivery and returns, with minimal manual intervention.
2. Continuous improvement focussed to exploit opportunities to improve the execution of the O2C process and customer satisfaction.
3. Collaborate with other Scholl teams including supply chain, logistics, finance, sales, and marketing team to identify opportunities for improving the order to cash cycle.
Key Accountabilities
Relationship Management
- Develop strong, and effective relationships with your customers built on service excellence and customer value
- Act as the face of Scholl for all engagement with your customers enhanced by an intimate knowledge of the O2C process.
- Leverage your relationship with the customers to exploit operational efficiencies and develop improvement proposals.
- Build solid relationship with sales, finance, logistics and supply chain and represent these functions in front of the customers.
- Take ownership of managing customer service issues from issue definition, through to troubleshooting and resolution.
Process & Service Management
- Ownership of the end-to-end O2C process and alignment of the relevant customer service performance metrics associated with each process step.
- Proactively monitor product availability and positioning of stock on orders and communicate any issues shortages/potential backorders/cuts, while recommending course of action. Provide feedback on future product availability.
- Deliver customer service excellence in line with agreed KPIs and customer SLAs, live the Scholl values.
Analytical Thinker
- Ability to analyse, interrogate and map the customer journey from order through to payment of invoice, exploit trends to identify opportunities to drive continuous improvement with strategic customers striving to achieve the 'perfect order' with no manual intervention.
Performance management
- Track the customer order journey against an agreed set of KPIs and SLA associated with strategic retailers and pharmacies with specific focus on strategic customers/ accounts.
- Provides in depth analysis and recommendations regarding the open orderbook.
- Develop corrective action plans to address service issues and plans to eliminate similar issues reappearing
Process optimisation
- As owner of the end-to-end customer order management, be the voice of the customer inside Scholl.
- Contribute to process development and continuous improvement, within customer service itself and between customer service and key internal stakeholders, such as supply chain planning, finance, logistics, sales, and marketing.
Tools
- Support continuous improvement of the ERP system via a key user's, make recommendations with explanation of benefits to allow senior manager to form of a business case to determine the cost vs benefit to the business.
