Order Processing Specialist

Mission:

Join our team as an Order Management Specialist, where you will organize and manage the processing operations of all incoming orders from customers, including international orders. Your expertise will ensure catalog number verification, pricing, large order requirements, change orders, expediting, credit limits, and promise dates are handled with precision.

Key Responsibilities:

• Order Management: Oversee the complete order process from entry to shipment, ensuring seamless execution (EDI, delivery creation, shipment).
• Performance Tracking: Monitor portfolio & KPIs related to service and conduct root cause analysis.
• Reporting: Communicate key KPIs (OTDS/C, CCL, BOL, NOR, LOQ) to customers and participate in SIM meetings.
• SLA Compliance: Ensure compliance with service level agreements (SLA) and customize as required.
• Customer Liaison: Act as the Single Point of Contact (SPOC) for customers, forwarding their Voice of Customer (VOC) feedback to internal teams.
• Documentation Preparation: Prepare necessary documents for customers (Certificates of Origin, Insurance Certificates, Proformas, export documents, etc.).
• Information Management: Ensure an effective flow of information regarding lead times, delays, stock availability, and logistics requests.
• Order Validation: Validate technical and sales orders to maintain accuracy.
• Urgent Requests: Handle urgencies, critical requests, returns, and quality follow-ups.
• Support & Improvement: Provide support to the Customer Care Center (CCC) and Business Unit (BU) while proposing and participating in continuous improvement initiatives.
• Claims Management: Address customer claim requests (LCR or CCMP).
• Customer Engagement: Participate in customer visits and consultations to understand logistics solution needs and expectations by customer segment.

Key Competencies:

• Customer Case Management
• Achieving Sustainable Results
• Customer Focus
• Issue Resolution
• Offer Knowledge and Management
• Software & Apps Literacy
• Continuous Improvement
• Cross-Cultural Communication
• Customer & Market Intelligence
• International Trade
• Inventory Replenishment
• SLA Design

Key Systems:

• MS Office
• ERP System

Experience Level:

Minimum of 3 years in a similar role, although general working experience may be considered.

If you’re passionate about customer service and logistics and want to be part of a dynamic team, we encourage you to apply!