Order Management Specialist

This is a great opportunity to join us as an Order Management Specialist. In this role, you will provide exceptional customer service and quality sales support to the EEU customer base and all wider business functions, supporting the CS Team Leader in the efficient management of all daily operations within the Customer Services department.

What is the key role overview:

• End-to-end management of the entire order to shipment process, including customer order and delivery follow-up and all relevant administration

• Engage with customers to provide a positive, quality Sales experience in all circumstances

• Closely collaborate with Sales department and across all business functions both locally and centrally

• Promote a high level of customer satisfaction and quality of service

• Provide quality and proactive support to both internal and external customers

What will be your day to day responsibilities:

• End-to-end management of the OTS (order to shipment) process

• Daily contact/liaison with customers and sales team

• Daily contact/liaison with traffic department and carriers, closely following up issues affecting customer delivery

• Ensure daily log-in & consistent availability on cloud-based, interactive telephony system (Fuze)

• Support in the set up/processing of new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team

• Provide customer and internal reports as and when required

• Update and maintain all customer records in conjunction with Master Data

• Promote & follow-up electronic ordering (Teccom/EDI)

• Support in processing customer invoicing & resolution of queries as appropriate

• Review and update packing/shipping instructions

• Maximize shipments and improve availability where possible

• Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary)

• Follow-up proactively with material and delivery issues, ensuring high level of customer focus

• Interface with credit department and all other departments

• Meet forecast pressure

• Initial point of contact for all first-level customer complaints and queries

• Follow all procedures according to corporate guidelines (in a timely manner) 

• Provide documents whenever necessary/as required for audit purposes

• Work closely with the DC and manage stock levels and delivery dates

What you'll have to bring:

• High level of written and spoken English (essential)

• Good working knowledge of MS Office (essential)

• SAP knowledge and experience (highly desirable)

• Automotive industry experience would be advantageous  

• Genuine passion for Customer Service  

• Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements (essential)

• The ability to be able to liaise confidently with customers and internal stakeholders

What we offer:

We want to make you feel welcomed, challenged and inspired and so we’ve made sure to carefully put together a blend of benefits meant to boost your health and well-being, to ensure your personal and professional growth and also your integration in a pleasant day-to-day working environment.

What you can expect next:

Our team is ready to act immediately on those candidates who are the best fit for the role. You’ll first hear from someone in Talent Acquisition to schedule a phone screen, and then the next step will be a personal interview with our Hiring Manager. We pride ourselves on moving through processes quickly, and you can be sure of transparency and prompt communication throughout.

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