Order Management Specialist (12-Month Fixed Term Contract)
About the Role:
Join a dynamic team in a leading technology company, providing essential order fulfillment account management for the European market. This role involves partnering with various internal departments, including Sales, Operations, Marketing, and Credit and Collections, to ensure seamless service delivery from order acceptance to delivery. You'll thrive in a fast-paced, challenging, and rewarding environment.
As an Order Management Specialist, you'll be responsible for the daily processing of customer purchase orders within SAP, managing orders through the system, and addressing customer, sales, and partner inquiries. This includes validating purchase orders, checking product availability, and ensuring strict adherence to company booking policies. You'll also collaborate with key departments on order backlog, prioritization, and maintain accurate customer master data records. This position is a 12-month fixed-term contract, covering a maternity leave.
Key Responsibilities:
- Process purchase orders received via email, fax, or partner portals into SAP and Salesforce.
- Verify pricing against customer contracts or approved discount matrices.
- Confirm product availability and coordinate with Purchasing to determine lead times when necessary.
- Prioritize product allocations in situations of limited supply.
- Provide internal sales support, liaising with Customer Master Data, Credit, Purchasing, Logistics, and Sales.
- Process customer returns and credit note requests efficiently.
- Respond to customer inquiries regarding order status, product availability, and lead times.
- Troubleshoot customer issues and provide timely resolutions.
- Maintain a consistent review of order backlogs to ensure compliance with company booking policies, including revenue recognition requirements.
- Complete SAP self-training modules as needed.
- Log customer complaints (CCARs) within SAP.
- Create Salesforce cases to update customer address and contact information in SAP.
Essential Skills and Qualifications:
- High-energy and ability to perform well under pressure in a fast-paced, evolving environment.
- Strong customer-centric approach.
- Fluency in French or Spanish, or another European language, is highly desirable.
- Excellent time management and prioritization skills.
- Demonstrated ability to proactively resolve complex customer issues.
- Ability to work independently and exercise sound judgment.
- Strong attention to detail.
- Excellent interpersonal, communication, and customer service skills.
- Ability to collaborate effectively within a cross-functional team.
- Proficiency in Microsoft Office suite and strong system skills.
- Bachelor's degree in business or a related field.
- Minimum of 2 years of experience in account management and customer service within a high-tech environment.
