Key Accountabilities
Administer day-to-day activities of customer order management, specifically:
- Oversee customer orders, including order entry, document creation, stock allocation, order release.
- Use root-cause analysis to understand key drivers of order failure in support of continuous improvement.
- Identify potential obstacles in the fulfillment process, and work with any stakeholders to take corrective action.
- Identify actions of improvement towards efficiency in order entry, minimizing manual workload
- Maintain digital platforms to keep fast channels
- Liaise with IT to implement the required system improvements
Display a customer-centric attitude and maintain strong customer relationships, specifically:
- Understand customer expectations and translate the voice of the customer for internal stakeholders. First step in the supply chain is order entry and has a direct impact in Front Office activity and Warehouse efficiency.
Identify and implement ways to better meet customer needs and provide superior customer service.
Ensure clean and accurate data management and analysis, specifically:
- Integrate customer data from various reporting channels as necessary.
- Produce and maintain reports presenting and analyzing key performance indicators.
- Support the preparation and review of internal and external scorecards.
Drive continuous improvement in customer fulfillment systems and processes, specifically:
- Monitor systems and processes to identify opportunities for continuous improvement.
- Develop and present recommended improvements to the EU Back Office Customer Manager in Customer Service
Uphold quality, safety and compliance standards, specifically:
- Model adherence to quality, compliance and/or safety requirements.
- Complete all quality, safety and compliance training within defined deadlines, and motivate others to do so.
- Report any quality, safety or compliance incidents to the appropriate individuals and take immediate corrective action.
Networking/Key relationships
This role requires frequent interaction with the members of the Front Office Customer Service teams, including the director, managers in Customer service. Additionally, this role communicates regularly with IT, Sales and planning to resolve issues and ensure that customer expectations are met.
