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Order Management Specialist
4 months ago
1.
Manage the end-to-end O2C process from order receipt, through to fulfilment, shipping, delivery and returns, with minimal manual intervention.n2.
Continuous improvement focussed to exploit opportunities to improve the execution of the O2C process and customer satisfaction.n3.
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 ManagementnDevelop strong, and effective relationships with your customers built on service excellence and customer valuenAct as the face of Scholl for all engagement with your customers enhanced by an intimate knowledge of the O2C process.nLeverage your relationship with the customers to exploit operational efficiencies and develop improvement proposals.nBuild solid relationship with sales, finance, logistics and supply chain and represent these functions in front of the customers.nTake ownership of managing customer service issues from issue definition, through to troubleshooting and resolution.
Process & Service ManagementnOwnership of the end-to-end O2C process and alignment of the relevant customer service performance metrics associated with each process step.nProactively 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.nDeliver customer service excellence in line with agreed KPIs and customer SLAs, live the Scholl values.
Analytical ThinkernAbility 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 managementnTrack 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.nProvides in depth analysis and recommendations regarding the open orderbook.nDevelop corrective action plans to address service issues and plans to eliminate similar issues reappearing
Process optimisationnAs owner of the end-to-end customer order management, be the voice of the customer inside Scholl.nContribute 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.
ToolsnSupport 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.
