Order Management Specialist – EMEA | SAP | Customer Service & Supply Chain
Cube Hub Inc.•Kraków
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Job Title: Order Management Specialist – EMEA & UK
Location: Krakow, Poland (Hybrid)
Job Summary:
We are seeking an experienced Order Management Specialist to support order management operations across multiple countries within the EMEA & UK region. The role involves managing end-to-end Order to Delivery (OTD) processes, maintaining accurate SAP order data, ensuring business continuity, and supporting process improvements. The ideal candidate will act as a key contact for customers and internal stakeholders while driving operational efficiency and customer satisfaction.
Key Responsibilities
Market Expertise & Business Continuity
- Maintain strong knowledge of EMEA IFP order management processes, systems, and market-specific requirements.
- Provide operational support across different markets based on business needs.
Process Improvement
- Identify process gaps and knowledge areas requiring improvement.
- Propose and support implementation of standardization and continuous improvement initiatives.
Order Management – VMI/CMI Customers
- Manage full order planning and execution for Vendor Managed Inventory (VMI) and Customer Managed Inventory (CMI) customers.
- Support forecasting, identify cross-selling opportunities, and maximize service levels, OTIF, and fill rates.
Order Management – Regular Customers
- Handle end-to-end order processing in SAP from order receipt to delivery.
- Coordinate with cross-functional teams to resolve order-related issues and ensure timely delivery.
Customer Claims Management
- Manage logistics-related claims using the Dispute Case Management tool.
- Conduct investigations and process returns, credit notes, debit notes, and approvals.
Stakeholder Collaboration
- Work closely with Sales, Planning, Logistics, Master Data, Pricing, Credit & Collections, Transport, Internal Control, and DTS teams.
Customer Communication
- Maintain professional communication with customers via phone and email in English and local languages.
- Build strong relationships and ensure high levels of customer satisfaction.
Customer Master Data Management
- Ensure accuracy and maintenance of customer data and internal documentation.
- Share relevant market-specific information with the team.
KPI & Performance Monitoring
- Monitor key performance indicators and identify opportunities for improvement.
- Support initiatives to enhance performance and process standardization.
Team Support & Training
- Assist team members with escalations and complex cases.
- Provide training on processes and ensure successful onboarding of new colleagues.
Compliance & Controls
- Follow internal policies and control frameworks.
- Support internal and external audits and provide necessary analysis.
Project Participation
- Participate in or lead cross-functional projects focused on process improvements and operational excellence.
Qualifications & Skills
- Experience: 4+ years of customer-facing experience in Order Management, Customer Service, or Supply Chain (preferably within FMCG or OTC industries).
- Education: Master’s degree in Business, Supply Chain, or a related field.
- Systems & Tools: Experience with SAP R/3 and SNC; strong proficiency in MS Office, particularly Excel.
- Skills:
- Strong analytical mindset and attention to detail
- Ability to manage multiple tasks independently
- Proactive and problem-solving approach
- Excellent communication and interpersonal skills
- Team player with the ability to support and train others
- International Exposure: Experience working with international stakeholders is preferred.
Language Requirements
- Fluent English
- Proficiency at CEF B2/C1 level in one of the following languages:
- German
- French
- Spanish
- Italian