About Us
Reporting to the Order Desk Manager; working in the Order Management team responsible for entering and processing sales orders (from Retail, Direct, Professional, and Customer Service), ensuring delivery to our customers on time and in full, and resolving customer queries.
Supporting the improvement and optimization of both internal and external processes end to end related to Logistics and Customer Service; working closely with the Logistic Coordinator and Demand Planner, Customer Service In-Market, Service Center Manager, local Sales teams, Finance team, and 3rd party logistics providers.
About the Role
- Drive operational excellence: identify improvement areas in the Order Management processes (e.g., improve the way of order entry & processing; optimizing transportation by decreasing delivery frequency and increasing order drop size, improving transport lead times) in order to increase Service Level towards our customers and improve Logistics budget; manage the implementation of the aligned improvements.
Daily Tasks of the Order Management Team: Entering and processing customer and internal orders in SAP, ensuring order readiness and completeness for delivery creation.Following up on deliveries with the customers and warehouses, ensuring delivery on time and in full.Organizing returns, exchanges, and managing refusals based on customer requests, processing these in SAP.Processing customer claims, invoice corrections as per need, refunds, rebates, and discrepancies in Dispute Management System.Checking stock levels and executing product allocations jointly with the Logistic team.Supporting Sales team in Order Desk and Logistics matters to meet monthly sales targets.Preparing daily overview to see status of order book and proactively communicate to internal stakeholders any uncertainties in orders and deliveries while working on resolving those.Being an effective escalation point for Sales teams and 3rd party Logistics providers in case of issues with orders and deliveries.Pick up new activities that fall broadly in the purpose of the role.About You Technical:
- Experience in working within a matrix commercial environment.
- A strong ability to analyze information from various sources of data to form long-term plans.
- Fluent in English and Spanish.
Portuguese is a plus.
- SAP knowledge is a plus.
- Microsoft Office advanced level (mainly in Excel).
Behavioural:
- Customer service mindset.
- Pro-active and problem-solving oriented.
- Good time management, ability to deliver under pressure and to tight deadlines.
- Self-motivated, independent, dynamic, and results-driven.
- Strong cross-functional team skills, building relationships with stakeholders at all levels across the business.
- Excellent communication skills.
Benefits:
- Discretionary bonus.
- Health insurance.
- Life insurance.
- 23 Working days holiday.
- Lunch voucher.
- Free coffee and tea + free fruits.
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