Order Management Specialist

POSITION SUMMARY

Manage orders, direct shipments and inquiries for a given portfolio of customers in full compliance with internal policy, trade & tax legislation. The position requires to operate in close relationship with Sales & Operations structures locally and in our distribution centers located in EMEA. Will be in charge of order booking, back order management, direct shipments, monitoring issuance of invoices, transport and customs papers, for the aftermarket business of FM. Deliver excellent customer service and manage the needs of our customers and partners, through our communication channels. Participate in activities designed to improve customer satisfaction and business performance. Continuously identify work process improvements and communicate to Team Leaders and (or) Managers. All these activities shall be performed in full coordination with existing structures.

MAIN RESPONSIBILITIES

Order management:

• Daily management of order booking (via phone, email, files, e-ordering tools) and direct shipments for EMEA.
• Daily management of customer inquiries linked to the order book, status of delivery, product status and availability, e-ordering tools, accounts in past due, claims and returns status, in full coordination with Customer department, Cash collection team, Sales team & Operations team.
• Monitor order book and takes actions to either fill in incomplete orders, release blocked orders or clean-up based on customer request or backorder policy
• Promote use of electronic ordering (TecCom; eConnect; EDI)
• Recurrent reporting of open order book, delivery status and invoicing

Coordinate shipment process:

• Create collective delivery & give relevant information / instructions to Distribution centers/Plants for order preparation in full compliance with internal policy & applicable legislation and customer agreed specifications.
• Once orders are ready for shipment, coordinate shipment organization with the distribution center/plant teams & inform
  customers accordingly.
• Upon shipment, monitor the receipt of invoices and customs papers (if necessary) to customers either by post, email, files, EDI.
• Proactive follow-up on backlog, getting delivery in time, request update of material status, negotiating requested delivery date with customers to ensure order book accuracy

Communication & process improvement: 

• Follow FM processes and policies. Ensure order management, direct shipments, e-ordering accounts creation and all other activities, are done according to internal approved & defined processes & in conformity with FM standards. 
• Manages customer relationship and customer satisfaction.
• Participate on problems resolution to build and maintain a strong relationship with our internal and external customers and business partners. 
• Adapt & standardize operational processes. Drive continuous improvement of such processes.
• Collaborates with Operations to achieve a good SLA, with focus on IKAM.
• Support Back office team in solving the customers’ requests.
• Participates in all required meetings.
• Set-up goals following the annual CS objectives.
• Coordinate also with other functions such as Operations, Sales, Marketing, Finance (credit analyst), HR, Quality & Warranty, depending on tasks scope.

JOB REQUIREMENTS & SKILLS:

• Customer focused.
• Excellent organization and time management skills.
• Strong written, verbal communication, and interpersonal skills in English; any other language is a plus.
• Strong work ethic in a fast pace environment with an emphasis on accuracy and attention to detail.
• Task prioritization and follow-up skills.
• Capable of versatility and adaptability.
• Takes initiatives.
• Business process knowledge.
• SAP, CRM, MS–office, data warehouse.
• Ability to follow instructions and standard work processes.
• Ability to collaborate in a cross functional and global team environment.

EDUCATION:

• Bachelor degree or equal through experience.

EXPERIENCE:

• Minimum 1-2 years of working experience in the related field is required.