Specialist, Order Management (6-months contract)

Order Management

• Ensure order cycle timeliness is met
• Serves as the primary point of contact for field sales, counter, sales planner, commercial, and distribution teams for:
  • order management validation
  • shipments
  • new launch and promotional program allocations
  • ELC-owned counter requirements
  • Door opening
  • service level details

• Review open order reports daily (import into spreadsheets to analyze), communicate and recommend decisions
• Proactive management with commercial team to alert on out-of-stock situations
• Alert commercial team of inventory status including counter inventory
• Inform commercial team and retailers of Customer purchase order (PO) errors and summarize EDI transmission errors (encompassing inactive/discontinued products, incorrect SRPs etc.) to improve retailer service level
• Understand the retailers' process for their POs and routing approvals, including delivery or order cut-off timelines. Communicate with retail buying offices to adjust PO ship and cancel windows to enable shipments. Consider all aspects to align with Retailer/ ship schedules
• Process approved returns orders

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• Produce daily/weekly sales report to track actual orders vs target
• Produce daily/weekly order fulfilment report at channel and customer level
• Produce daily/weekly tracking of store inventory levels vs target

• Preferably university graduate with 2-3 years of working in an SSC environment with prior experience in Customer Service
• Proficient in English in both written and spoken
• Retail or related industry experience
• Problem solving and critical thinking skills
• Attention to detail and the ability to work independently
• Excellent customer service skills and the ability to work with diverse personalities/cultures across the region
• Ability to change focus when needed, while making regular progress on assigned work/projects
• Detail-oriented, organized and an ability to prioritize and manage workflow
• Excellent verbal, written, and interpersonal communication skills
• High degree of professionalism when dealing with customers and colleagues
• Creates an accountability and "own it" culture
• Brings personalized experience to enhance service delivery
• Provides responsive and flexible service.
• Data and SLA commitment driven
• Familiarity with SAP, Microsoft Office. Prior knowledge of case management tool (Salesforce) would be an advantage
• Domain knowledge in Order-to-Cash (OTC) and replenishment management would be an advantage
• Fresh graduates are welcomed to apply.