Hybrid 50% office- 50% work from home p/month

Responsibilities

• The primary role of the O2C Order Management Associate is to support the accurate, efficient and compliant customer order processing for customers across the our business
• Effectively process all manual orders received through phone, fax & email, ensuring priority for urgent orders, ensuring a positive customer experience
• Effectively manage all customer disputes to resolve any issues with orders, including completing outbound calls to established customers, coordinating with O2C Accounts Receivable or Supply Chain teams and escalating Tier 2 disputes to Analyst / Local team where applicable.
• Review key metrics & communicate to stakeholders to ensure KPI’s are being met
• Support global/regional O2C projects with influence on accurate, efficient & compliant order processing
• Support the overall O2C Order Management team by demonstrating flexibility in providing cover for team members and training of new team members
• Be seen as a “go-to” information resource for O2C Order Management processing and related queries

Qualifications

• Fluency in English & German language
• Demonstrate a strong compliance-oriented mindset & help to build a strong compliance culture
• Familiarize with all applicable process documentation & training materials to ensure you operate in a fully compliant manner
• Operational awareness of all applicable Sox & Operational controls for your area
• Actively work with the core team members, internal customers/business partners, and LSP team members to build effective working relationships
• Demonstrate excellence in all interactions with our GBS internal customers & business partners
• Focus on measuring & improving our customer’s experience with the GBS
• Build and maintain a strong knowledge of company’s product lines within the market
• Demonstrate a strong improvement oriented approach & help to build a strong Continuous Improvement culture
• Actively work with the core team members & Global O2C team to drive improvements for processes