ORDER MANAGEMENT SPECIALIST
Business Area: Order to Cash
Job Purpose/Mission/Summary
Manages Order to Cash activities specific to order life cycle management from customer account creation until order deliver and drives timely resolution of any roadblocks/issues preventing Lexmark from meeting customer requirements.
Collaborates with cross-functional partners within the Supply Chain network to ensure customer satisfaction by providing timely and proactive order status reporting, driving effective and efficient issue resolution on issues affecting customers orders (including credit hold, customer claims and returns) while adhering to Lexmark rules, audit requirements and international regulations for each country.
Communicates regularly with internal and external stakeholders through several channels during the course of the order life cycle management.
Key Roles and Responsibilities:
- Order Management
- Logistics/Supply Chain
- Customer Management and Communication
- Maintain proactive, efficient and effective communication to customers
- Guarantee compliance of operations
Competencies, Skills, Knowledge and Abilities:
- Able to apply effective customer service skills such as managing customer’s expectations, projecting a positive and collaborative attitude, documenting concerns and providing regular and timely updates, empathic communication and listening skills, establishing connection and relationship, resolving complaints with a sense of urgency, converting detractors to promoters, handling difficult customers, building trust with customers and encourage constructive feedback.
- Good analysis in DSO, Inventory analysis, planning.
- Can effectively communicate with local and international stakeholders, across different levels in the organization.
- Can manage difficult conversations.
- Working knowledge of Problem Solving and Quality Improvement tools/methods.
- Must know how to use MS Office in order to maintain effective and efficient reporting and communication.
- Basic to Advanced MS Excel knowledge, collect relevant, sizable, timely data and provide accurate, actionable reporting and analysis; use basic statistical, mathematical and logical analytics tools for actionable recommendations and effectively defines the root cause.
- Highly independent and proficient in time management and multi-tasking.
Education, Experience & Certifications Basic Requirements:
- Bachelor's Degree Holder i.e., BS Accountancy, BS Industrial Engineering, BS Customs Administration, BS Business Administration or any equivalent Business and Engineering courses.
- Moderate to Expert knowledge on Order Management process and operational knowledge on transportation, logistics, international regulations, planning, pricing, allocation, claims, returns, cash collections and overall Supply Chain process.
- Knowledge in ERP systems, specifically SAP.
- At least 2 years experience in same/related field.
- Relevant experience with Customer Relationship management.
You may send your application to recruitment@lexmark.com.