Order Management Specialist

SwiconGroup is one of the leading members of the IT arena for almost a decade, since 2017 present also in Romania.

• Degree level education
• Experience in customer interaction
• Experience in working with multiple countries/sub-regions at a high level of complexity
• Fluency in English OR French OR German OR Italian OR Spanish
• Medium to advanced Microsoft Office tools knowledge

COMPETENCIES:
• Customer-oriented –always keeps a customer focus
• Team spirit
• Flexibility and adaptability
• Strong analytical skills
• Ability to work and multitask under pressure
• Meet agreed deadlines for action

1. Backlog accountability
• Manages customer/partner backlog to ensure that appropriate actions are taken to deliver orders within the agreed SLA and according to business needs.
• Reviews the backlog tools in use (e.g., E2E tool, FOM, or any other tool used by the partner) daily and takes actions to bring the delayed orders back in contractual the partner’s SLAs
• Provide backlog analysis and summary report to customer and account team when required, in due time and with accurate information, as per the received requests.
• Manages all claims, exceptions, and special requests in the area of Customer Operations, in due time and alignment with agreed procedures/policies, as per the received requests.
• Coordinates customer’s change requests in due time and alignment with agreed procedures/policies, as per the received requests, ensuring the accuracy of the task.

2. Financial & revenue management
• Ensures all orders are invoiced and closed in the systems, if not the case takes action to trigger the necessary invoice or provide the business justification to leave the billing open.
• Minimizes field inventory through constant analysis of the justification of each case and reports to Champion / TL
• Keeps the volume of financial disputes to a minimum and actively works to close them as soon as possible once they appear.
• Helps maximize the revenue on the accounts in quarter ends through collaboration with all involved stakeholders.

3. Communication & E2E coordination
• CSR/ Operations Specialist is the first & unique point of contact of the customer for all questions, information & requests regarding the orders in process & the claims – he/she drives the customer engagement (reactive and proactive) by timely and accurate feedback given to the customer and internal stakeholders on order status and actions taken to optimize the backlog to deliver the goods/services with agreed SLAs.
• Provide consultancy and guidance to customers on the order management cycle (via phone/ email) and ensure customers are aware of the order acceptance policy. Delivers in time and accurate information, as per the agreed process/ procedure and the client’s request.
• Interfaces internally with the country team, SC Order Fulfillment, Logistics, Credit & Collection, all relevant Sales Operations functions, and ISS (India Shared Services) back-end team, to ensure the best way of delivering the tasks.
• Provide consultancy and guidance to the account team on Customer Operations processes and policies.
• Confirm order is processed to the customer for manual orders (where applicable)
• Provide proactive status updates to customers and sales on orders, especially on those at risk of being delivered out of SLA.
• Ensures all customer/ partner inquiries are acknowledged within 4 hours, including “status update or no-status-update.”
• Supports the ISS team, finds solutions to queries and issues raised, and provides coaching and training as needed.

4. Escalation ownership
• Accountable for providing in-time and accurate resolution of all order-related escalations, regardless of the level they have reached.
• Ensures the Supply Chain Customer Operations escalation process is properly and efficiently always followed.
• Provides clear and proactive communication on escalation status to both customer and internal stakeholders.
• Escalates at the appropriate point any operational recurring issues (high number of claims, IT issues, etc.), and follows the escalation to ensure the problems/issue is finally solved – if applicable.

General responsibilities:
• Ensures the accuracy of the processes and tasks from the Supply Chain Customer Operations department.
• Delivers the requested tasks in due time.
• Ensures the compliance of the processes, as per the partner’s internal policies
• Is aware of and respects the internal policies and procedures of the partner’s, both from a global and local level
• Delivers any other task or work-related responsibility as requested by the manager

• Excellent learning opportunities! Variety in your work and a fantastic, informal work atmosphere
• A challenging environment that will stimulate you to grow as a professional!
• A great foundation for your career!
• Grow with us! Your role will develop over time, so you can increase your experience and responsibilities. So, you can advance faster and further in your future career
• A friendly and welcoming work environment with an international working atmosphere where you can practice and learn new language skills with a diverse mix of colleagues and clients
• A dynamic work environment with a culture that is open, innovative, and performance-orientated
• Hybrid working module

• Medical subscription
• Laptop
• Meal vouchers