Order Management/Customer Service Specialist

Náplň práce, právomoci a zodpovednosti:

As a member of the customer facing team the Order Management Specialist will be the customer advocate from receipt of the order right through to delivery of the product.  This role will provide top tier customer service to their assigned account(s) through proactive management of the orders and by partnering with cross-functional team members and stakeholders to ensure best in class results. The incumbent should possess strong communication skills and be able to influence, multi-task, prioritize competing customer issues whilst driving to the root cause with a service mindset. Through the management of the order book, this supply chain professional will own the seamless integration of orders between our EDI systems, Customer Portals etc., and our ERP. You will be a key player within our Supply Chain team with increasing ownership and oversight of the ordering process.​


Key Responsibilities:

• Provide top tier customer service to ensure customer satisfaction
• Create and implement effective mode of operation to ensure that team members stay focused in administering their duties
• Manage orders in a timely and accurate manner adhering to customer dates
• Communicate Service Issues to internal and external stakeholders on a timely basis
• Navigation and research in SAP, EDI, customer's system, 3rd party systems (where required) to effectively manage order execution
• Take personal ownership / accountability for the order management process to deliver top tier service level
• Identify systemic recurring order management issues and escalate as necessary
• Partner with Supply Chain functions to resolve issues, determine root cause and identify ways to improve to ensure top performance with customer and proactively mitigate non-compliance charges
• Ensure unfulfilled order issues are resolved daily by communicating with 3PL partners
• Initiate and maintain regular dialogue with key stakeholders (e.g. Credit, Sales, Planning (Supply and Demand), Logistics) to resolve and prevent issues and to enhance mutual understanding of the order to cash process
• Cultivate and maintain positive relationships with customer and internal stakeholders
• Partner with team and other functions to identify ways to improve efficiency of the order to cash process
• Other duties as assigned by Order Management Manager or Order Management Lead

Zamestnanecké výhody, benefity:

Why should you become our team member?

At Spin Master we believe that our people are one of our most valuable assets. Your efforts at Spin Master are a part of your life’s work and Spin Master honors your contribution with a total rewards program that includes tangible and intangible benefits.
• Global Working Environment
• Hybrid Work Model /60% work from office - 40% work from home/
• Meal vouchers fully paid by the employer (7,50€/working day)
• Referral program
• Learning & Development - We're committed to supporting your continuous learning. For our employees, we provide LinkedIn Learning, language courses, and much more.
• 2x sick day + Birthday day off
• Employee discounts - Eligible to receive free toys during the holiday season and can purchase toys for discounted prices.
• Possibility of career growth
• Flexible working hours
• Employee Assistance Program
• Allowance for sports activities – Multi sport card
• Life and Accident Insurance
• Medical care benefit

Požiadavky na zamestnanca:

Who’s a good fit for this role:

• Bachelor’s Degree
• Min 3+ years of CPG/Retail Experience preferred
• Experience with a Tier 1 ERP system required (SAP Preferred)
• Experience with EDI transactional processing
• Working knowledge of Windows, Excel, Word, PowerPoint
• Proven track record of providing quality customer service
• Strong time management, organizational, and prioritization skills
• Ability to adjust quickly to new processes and procedures
• Ability to work and make decisions independently in a fast-paced environment
• Excellent attention to detail and ability to proactively identify and resolve problems
  
• Language skills:
  • English – advanced
    
  • other language is an advantage