Senior Specialist - OM & CS

Role Summary

Transaction processing – Order Management team in MANN+HUMMEL  shared service centre in India. Responsible for coordination of processes, support on projects, Hand hold freshers and new joiners in team

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

Key Performance Indicators/Key Result Areas

Your Ones Score (Turn Around Time) Meeting or exceeding according agreed and defined Target

Escalation - = or < 2

Is able to provide RCA and CAPA for self

Active role player on activities: Individually contribute and, Support the team members  to "think out of the box" mindset through brain storming sessions

Propose and Support Team Leader to Identify at least 2 processes/process steps that can be automated and use the RPA team to convert them into benefits

Performs Training and Mentoring

Does Audit and provides continuous inputs to Leads/TLS on the Gaps Identified

Suggest any updates/new exceptions to be recorded & maintained in-depth knowledge of all process documents, and use it as and when required before seeking help (Remove dependencies from Local/GPHs/Leads

Be an active role player in Efficiency and Productivity gain

Is flexible enough to adjust into business changing environments (Service Hrs, Stetch assignment)

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

Experience

• Education/university degree in business administration, sales, commerce or any other relevant field.
• 3 to 6 years of experience in Order to Cash/Account Receivables/ Credits and Collections/order management / customer service domain.
• SAP Financials (FICO or SD) 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
• Previous experience researching, analyzing and solving problem payment data issues
• Experience with assignments that use metrics that set minimum standards for volume and accuracy
• Accounting knowledge required and the ability to reconcile accounts

Skilled at completing cash audits of accounting records and cash accounts for accuracy and compliance with policies and procedures