Order Management Specialist
il y a 4 semaines
Overview:
The Order Management Specialist is a customer facing role, focused on process excellence within order fulfilment, whose purpose is to:
- ensure that customers’ needs are understood;
- ensure that products are delivered in accordance with customer’s requirements;
- ensure first-time-right order processing;
- deliver excellent customer service.
The Order Management Specialist is a key contributor to ensure customer satisfaction and works closely with internal stakeholders: Customer Service Supervisor & Customer Service Manager and Sales team to define customer needs; with Demand Planning, Distribution Requirement Planning and Logistics teams to ensure orders are fulfilled; with DMO and SaFiCo teams to ensure smooth flow of orders within the systems.
The Order Management Specialist reports to the Customer Service Supervisor and is a ‘role-model’ for PepsiCo’s values.
**Responsibilities**:
- Management of semi-automated and manual order acquisition;
- Management of Free of charge and scrap orders;
- Customer requested order amendments;
- Resolution of errors related to all orders including EDI (dependent on level of expertise);
- Resolution of blocked orders due to system set up/ master data issues (dependent on level of expertise);
- Manipulation of orders to maximize efficiency of delivery;
- Management of customer promotion program;
- Out of stock management;
- Interaction with internal stakeholders to ensure all parties have the required information to effectively manage the total supply chain;
- Dispute management, resolve customer complaints and ensure timely follow up of returns and refusals of deliveries and provide appropriate solutions to customers;
- Service analysis for defined customers;
- Build sustainable relationships of trust through open and interactive communication;
- Involvement in customer specific projects;
- Host improvement meetings;
- Report performance against KPIs;
- Adherence to PepsiCo’s policies and guidelines;
- Emergency order handling;
- Handle product recalls;
- Back-up of team members during absences.
Qualifications:
- Bachelor degree or higher (e.g. logistics, administration, international commerce);
- Strong eye for detail;
- Analytic skills (able to connect data, events and trends);
- Strong planning & organizational skills;
- Ability to multi-task, prioritize and manage time effectively;
- Excellent communication skills;
- Ability to interact/ adapt to different stakeholders in a professional way;
- People and customer oriented with a positive ‘can-do’ attitude and active listening;
- Result-driven and enthusiastic;
- Team player and able to work autonomously;
- Ability to work under pressure;
- IT literate (Office, CRM, digital tools );
- Fluent in written and spoken Dutch, French and English.
**About PepsiCo**
PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes Lay’s, Doritos, Cheetos, Gatorade, Pepsi-Cola, Mountain Dew, Quaker, and SodaStream. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.
**Why PepsiCo BeLux?**
PepsiCo BeLux currently employs around 950 people at its three sites, including our headquarters in Zaventem and a production site in Veurne. With well-known strong brands such as Pepsi, Lay’s, Quaker and Looza, we are in the Top 8 of food companies in Belgium. We pride ourselves on being a great place to work and were rewarded for the 10th time with the Top Employer certification Belgium and Europe. Joining PepsiCo means joining a dedicated team where innovation and forward thinking are encouraged.
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