Senior Specialist - OM & CS

Job description

Role Summary Transaction processing – Order Management team in MANN+HUMMEL shared service centre in India. Responsible for coordination of processes, support on projects, Hand hold freshers and new joiners in team Main Tasks Operational Duties: Receives and processes complex customer orders, inquiries and/or complaints covering items or products ordered. Maintains an ongoing relationship with customers and sales staff. Uses knowledge of products, product availability, sales territories, and individual customers to provide a key communications link to the customer. Exercises judgment and discretion, and functions independently within authorized limits. Typically requires analysis, judgment, and sensitivity to customer needs. Main Accountabilities of Order Management • Manage customer portals • Create delivery note • Validation price agreement • Monitoring EDI Orders • Confirmation order details • Manual order entry • Manage order exceptions • Send order confirmation • Manage return • Customer order delivery tracking Issue credit note • Price dispute management Customer Care • Answer customer questions regarding technical issues • Forward customer request to product management • Forward complex topics, dispute cases, technical support to respective responsible function • Analyze internal request Key Performance Indicators/Key Result Areas Your Ones Score (Turn Around Time) Meeting or exceeding according agreed and defined Target Escalation - = or < 2 Is able to provide RCA and CAPA for self Active role player on activities: Individually contribute and, Support the team members to "think out of the box" mindset through brain storming sessions Propose and Support Team Leader to Identify at least 2 processes/process steps that can be automated and use the RPA team to convert them into benefits Performs Training and Mentoring Does Audit and provides continuous inputs to Leads/TLS on the Gaps Identified Suggest any updates/new exceptions to be recorded & maintained in-depth knowledge of all process documents, and use it as and when required before seeking help (Remove dependencies from Local/GPHs/Leads Be an active role player in Efficiency and Productivity gain Is flexible enough to adjust into business changing environments (Service Hrs, Stetch assignment) Key Competencies Demonstrated ability to adapt and respond appropriately to evolving work demands Proven ability to problem solve and take appropriate actions Must be detail orientated with strong analytical and mathematical abilities Excellent interpersonal and communication skills (written and oral) Demonstrated proficiency in meeting timely objectives Must be able to work in a fast paced dynamic environment Exellent communication and organizational skills, team player Experience Education/university degree in business administration, sales, commerce or any other relevant field. 3 to 6 years of experience in Order to Cash/Account Receivables/ Credits and Collections/order management / customer service domain. SAP Financials (FICO or SD) and MS Office (excel, Powerpoint, word, visio..) Overall overview or working experience in controlling, reporting or data analysis will be an added advantage Experienced in Shared Service Centre environment (ticketing tool, SLA KPIs) Flexibility with shift timining for self and experience in 24x5 shift model. Service oriented mindset - Proven ability to develop new ideas and creative solutions Previous experience researching, analyzing and solving problem payment data issues Experience with assignments that use metrics that set minimum standards for volume and accuracy Accounting knowledge required and the ability to reconcile accounts Skilled at completing cash audits of accounting records and cash accounts for accuracy and compliance with policies and procedures