Order Management Coordinator

Job description

The Role: Order Management Coordinator

The Order Management Coordinator will be responsible to act as a single point of contact for proactively supporting the working relationships with direct SE transactional accounts. They will be the primary contact to support customers order delivery requirements including scheduling, resolution of pricing issues and interfacing with Supply Planning for product availability and general account support within an account set.

Specific responsibilities include, but not limited to proactively managing open orders, fielding outgoing calls to direct transactional accounts regarding backorder management, and insure on time delivery, field incoming inquiries from direct transactional accounts regarding logistics, order fulfillment, and SE order management policies.

They will also be responsible for improving OPCT (order processing cycle time),as well as working with other internal departments to improve on time delivery inclusive of management of OTD metrics like OTDS , OTDO, ULO & OTDC2 , CMA & Credit Claims resolutions along with customer satisfaction, as well as other duties as needed

What will you do?

ESSENTIAL FUNCTIONS:

% of Time Description of Essential Function

75% • Proactive transactional account/ order support as outlined above in the Job Summary

10% • Communication with internal and external customers regarding order and delivery status. Notify customers of upcoming back-orders.

5% • Notify customers/sales on pricing changes on monthly basis

5% • Validate that purchase orders are compliant with Schneider corporate & finance guidelines.

5% • Proactive communication with sales on EMEA back-orders and recover plan as well as on expected supply chain shortages

Order Processing and Booking

• Acknowledge receipt of Purchase Order (PO) from customer.

• Review and evaluate POs to ensure accuracy

• Review terms and conditions of sales and ensure compliance

• Escalate to concerned parties for any PO that contains a defect or correction that needs to be actioned.

Customer Advocate

• Serve as the primary contact point for customers after an order has been generated up to order invoicing

• Ensure that all customer issues and complaints are captured according to the agreed Customer Complaints Management Process.

• Send relevant documentation to customer such as, but not limited to “Bill to Customer” order acknowledgement of Purchase order, Pro-Formas etc

• Communicate with customer in relation to Promise Ship Date (PSD) via open orders/back-order reports

• Credit claims closure, releasing of credit holds.

Shipment and Delivery:

• Confirm Pick and advise customer collection of order (for customer managed freight ex-works)

• Coordinate CMA & Credit

• Coordinate expedited shipments as well as silver and gold deliveries by working closely with Logistics/Customer to ensure on time smooth delivery in accordance with the customer request on site date for customer critical orders

SECONDARY FUNCTIONS:

• Escalate issues that need support from management as early as possible to minimize impact on customer order

• Attend trainings that will assist with order coordination and customer service.

• After- hours support as required plus additional tasks as assigned by management on a case by case basis, including but not limited to, chairing relevant meetings, creation of relevant reports etc.

Desired profile

Qualifications :

Who would be successful?

EDUCATION—MINIMUM REQUIRED LEVEL:

Bachelor's Degree or other relevant 3rd level business qualification

EXPERIENCE—MINIMUM REQUIRED:

1-3 years of related experience with required education or

3-5 years of related experience without required education

KNOWLEDGE AND SKILLS 1—REQUIRED:

• Computer: 1+ years preferred experience with both ERP and CRM systems. Microsoft Suite, Visio, and E-Mail communication tool.

• Mental: Ability to deal with stressful situations & multiple conflicting priorities and strong ability to multitask & work in a fast paced, constantly changing environment. Ability to work well with people.

Other Key Skills Required:

·  Excellent listening, questioning & communication skills (written & verbal), including good phone skills & strong interpersonal skills
·  Demonstrated analytical & Problem-solving ability
·  Solid understanding of business processes & organizational structures
·  Strong “I can” attitude & strong sense of ownership of customer issues. Positive attitude is a must for this role.
·  Fluency in English both verbal and written

KNOWLEDGE AND SKILLS 2—DESIRED BUT NOT ESSENTIAL:

• Oracle and InTouch experience a plus

• Certification in problem solving/ root cause analysis & quality analysis

• Experience working in a multicultural environment/ team

• Experience working for a multinational company

OTHER KEY CONSIDERATIONS:

• Extremely organized with high attention to detail

• High degree of professionalism

• High level of confidence and maturity

• Ability to work independently and as part of a team