Analyst, EMEA Customer Connectivity ePop Support

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Job Description:

Responsible for order management via ESKER, process quality control, and touchless rate improvement while supporting customers across multiple EMEA countries and languages.

• Timely Order Validation: Ensure orders are validated accurately within the agreed target time and EMEA validation schedule.
• Touchless Rate Improvement: Identify opportunities to improve the touchless order rate and reduce manual order validation.
• Order Rejection Management: Monitor rejected orders, identify recurring causes, and coordinate the required follow-up.
• ITSM and SFDC Case Monitoring: Monitor, track, and manage ITSM ticket and SFDC case queues to ensure timely handling and resolution.
• Multilingual Order Processing: Review customer purchase orders, emails, and supporting documents in different EMEA languages using approved translation tools.
• EMEA Language Familiarization: Learn key words and commonly used order-related terms in relevant EMEA languages to support correct and timely processing.
• Training and Consulting: Provide training and guidance to other teams to improve processes and ensure adequate input is provided.
• Process Improvements: Support continuous improvement and CI projects, particularly those focused on order-processing accuracy, efficiency, and automation.
• Quality Improvement: Identify recurring order-quality issues and support actions to improve processing accuracy.
• Customer Service Collaboration: Cooperate with CSRs on the quality of documents submitted to ESKER and on related projects, improvements, teaching requests, and automation opportunities.
• EMEA Schedule Coverage: Work a mid-to-night shift aligned with EMEA validation hours, with flexibility to adjust working hours based on business requirements and the applicable CET/CEST schedule.
• Ad Hoc Support: Provide operational support for urgent orders, processing concerns, and other EMEA ePOP requirements as needed.

Role Qualifications

• Proficient in English communication, both verbal and written.
• Additional EMEA language knowledge is an advantage but is not required.
• Willing and able to learn key words and common order-processing terms in relevant EMEA languages.
• Comfortable using approved translation tools to review customer orders, emails, and supporting documents in different languages.
• Willing to work a mid-to-night shift aligned with EMEA operating and validation hours.
• Flexible to adjust working hours when required due to CET/CEST schedule changes.
• Experience with ERP systems and order-processing platforms.
• Experience in customer order management is an advantage.
• Experience with data quality, master data management, or familiarity with supply chain, manufacturing, or materials-management processes is preferred but not required.
• Detail-oriented and comfortable working with operational processes and time-sensitive orders.
• Proactive in managing assigned responsibilities and raising concerns that may affect order processing.
• Collaborative team player who can coordinate effectively with Customer Service and other support teams.
• Strong analytical and problem-solving skills.
• Able to work independently while supporting multiple EMEA countries and processing requirements.

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