Customer Care and Order Management Specialist (German)

Customer Care and Order Management Specialist (German)

Job Description

You’re not the person who will settle for just any role.

Neither are we.

Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference.

Here, you’ll bring your professional expertise and drive to manage our portfolio of iconic, ground-breaking brands.

Customer Service & Order Management Specialist (German) will execute the complete order process of your own group of Customers.

That involves receiving the order from our Customer in different formats through multiple channels, checking the order in SAP R/3 on product codes, stock availability, delivery lead times, logistic appointments.

You will be collaborating with your peers within other departments, up to the delivery of the order at our Customer teams with an ultimate goal to ensure smooth flow of goods in & out and to optimise and coordinate the inbound flow for K-C products across DACH region.

In your Customer Service & Order Management Specialist role you will have a chance to open your mind into new innovative opportunities, creative ways of working and you’ll help us deliver better care for billions of people around the world. This role is offered as a hybrid position for 12 months' FTC

It Starts with YOU!

Responsibilities: 


* Processing and managing customer orders from start to finish (Capturing orders in various formats, processing them and pro-actively managing any subsequent changes.

Dealing with enquiries/queries relating to the OTD process); 


* Proactive management of customer portfolio to capture & process orders, manage changes and achieve delivery on-time-in-full; maximizing customer satisfaction (as measured by the Advantage Group or other surveys) and minimizing customer complaints; 


* Resolve enquiries and delivery queries promptly and to liaise with interested parties, communicating both progress and the outcome; 


* Take the responsibility of the Customers’ logistics claims through Dispute Case Management tool, investigate the complaint, create credit/debit notes and returns, attach the required approvals, liaise with stakeholders when required.


* Communicate on a daily basis with the following cross functional teams; local Business Units, Logistics & Distribution, Accounts Receivable, Planning, Category Managers, Marketing Managers, EDI team and Master Data; 


* Maintain and develop relationships with relevant markets serviced by the team and all major customers within those markets as appropriate; 


* Participate in regular / occasional teleconferences / meetings with the Customer; 


* Back up team members regarding the daily tasks whenever necessary and requested by the manager 


* Fulfil all reporting related activities in a timely manner, ensure periodic reporting (daily, weekly, monthly, and quarterly) on time and to the expectations set by the Custom...