Role Summary - Transaction processing – Order Management team in MANN+HUMMEL shared service centre in India.
Main Tasks
Operational Duties:
- Receives and processes complex customer orders, inquiries and/or complaints
- covering items or products ordered. Maintains an ongoing relationship with customers and sales
- staff.
- Uses knowledge of products, product availability, sales
- territories, and individual customers to provide a key communications link to the customer.
- Exercises judgment and discretion, and functions independently within authorized limits.
- Typically requires analysis, judgment, and sensitivity to customer needs.
Main Accountabilities of Order Management
• Manage customer portals
• Create delivery note
• Validation price agreement
• Monitoring EDI Orders
• Confirmation order details
• Manual order entry
• Manage order exceptions
• Send order confirmation
• Manage return
• Customer order delivery tracking
• Issue credit note
• Price dispute management
Customer Care
• Answer customer questions regarding technical issues
• Forward customer request to product management
• Forward complex topics, dispute cases, technical support to respective responsible function
• Analyze internal request
Skills Process ImprovementData ManagementOrder FulfilmentRegulatory ComplianceCustomer FocusProblem SolvingCustomer Relationship ManagementData EntryOrder PickingExperience
- Education/university degree in business administration, sales, commerce or any other relevant field.
- 0 to 3 years of experience in Order to Cash/Account Receivables/ Credits and Collections/Order management / Customer service domain.
- SAP Financials (FICO- Mandatory and SD- added advantage) and MS Office (excel, Powerpoint, word, visio..)
- Overall overview or working experience in controlling, reporting or data analysis will be an added advantage
- Experienced in Shared Service Centre environment (ticketing tool, SLA KPIs)
- Flexibility with shift timining for self and experience in 24x5 shift model.
- Service oriented mindset - Proven ability to develop new ideas and creative solutions
Key Competencies
- Demonstrated ability to adapt and respond appropriately to evolving work demands
- Proven ability to problem solve and take appropriate actions
- Must be detail orientated with strong analytical and mathematical abilities
- Excellent interpersonal and communication skills (written and oral)
- Demonstrated proficiency in meeting timely objectives
- Must be able to work in a fast paced dynamic environment
- Exellent communication and organizational skills, team player
