Customer Order Management & Logistics Support Specialist with German

Your responsibilities

• Execute the complete order process of your own group of Customers. That involves receiving the order from our Customer in different formats through multiple channels, checking the order in SAP R/3 on product codes, stock availability, delivery lead times, logistic appointments, collaborating with your peers within other departments, up to the delivery of the order at our Customer. Laisse and provide solutions during this end to end process to our Customer if any changes are required.

• Increase NSV through proactively cross-selling (e.g. product promotions, alternative products and new products).

• Handle tight deadlines in a fast-paced environment and prioritize daily tasks according to the current business needs.

• Take the responsibility of the Customers’ logistics claims through Dispute Case Management tool, investigate the complaint, create credit/debit notes and returns, attach the required approvals, liaise with stakeholders when required.

• Cooperate and communicate with >10 different stakeholders daily with a different seniority level from up to 3 markets (e.g. DACH, Iberia, Benelux): Sales, Deployment, Marketing, Master Data, Collections, Pricing, CashApp, Demand Managers, Logistics, Tactical Planners, Transport, Subject Matter Experts, Project teams, Internal Control, ECOM, ITS.

• Participate as an active contributor in regular teleconferences/meetings with stakeholders. Address Customer requirements shortcoming. Pro-actively communicate challenges and search for the optimal solutions adjusted to the current situation. Provide dedicated order management and supply chain/logistics expertise.

• Have direct written and verbal contact with own Customers and partners in both local and English languages. Maintain and develop relationships with own Customers. Provide great Customer Service to increase Customer satisfaction (as measured by the Advantage Group or other surveys) and minimize Customer complaints.

• Resolve enquiries and delivery queries promptly and liaise with interested parties, communicating both progress and the outcome. Identify and solve systemic and complex order fulfilment and supply chain related issues.

• Manage proactively Customer portfolio, update regularly internal documentation related to Customer’s data.

• Identify continuous improvement opportunities and cost savings, address gaps in current processes and suggest optimized ways of working to improve customer satisfaction and the team's efficiency.

• Understand KPI requirements and own work impact in order to achieve and exceed desired results.

• Understand and fulfil all regulations of the internal policies as well as internal control framework, provide analysis as requested by Internal Control or Quality Assurance.

• Take part in different projects outside of regular work responsibilities, provide expertise, collect data, take active part in process analysis and improvement implementation.

• Provide the training to other team members regarding the daily tasks whenever necessary and requested.

Our requirements

What we offer