Role Summary

Job Description

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 Improvement

Data Management

Order Fulfilment

Regulatory Compliance

Customer Focus

Problem Solving

Customer Relationship Management

Data Entry

Order Picking

Experience

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

Specialist - OM & CS