Order Management Analyst - Italian Speaking

• Location: Budapest, Hungary

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We’re an innovative global healthcare company that helps the world stay ahead of infectious diseases by delivering more than 500 million vaccine doses a year. Across different countries, our talented teams are exploring new technologies to protect people and promote healthy communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Sales Order Management Budapest Hub Senior Analyst is responsible for managing and analysing customer orders and interactions to ensure a seamless and efficient process.

This role involves coordinating with various departments ((e.g Supply Chain, Commercial, Quality) analysing data to improve customer satisfaction, and maintaining accurate records.

Delivers the best service for sales orders management in line with SLA ensuring a positive customer experience.

Address operational issues and follow through to resolution in an effective and timely manner.

Main responsibilities

Order Management is responsible for Customer orders administration

• Order taking: Timely and accurate creation of customer orders received from different channels eg EDI, email, .. in the ERP. For email orders, review order creation in Esker

• Order validation and acceptance:  Perform necessary checks based on incompleteness, blocks, reason for rejections. update orders in case necessary

• Order allocation: Automatic quantity allocation to orders based on stock availability, product allocation setup and customer prioritization. Follow customer fulfilment indication in case order allocation needs to be updated. Backorder processing. For non-confirmed order lines backorder processing through reprocessing or closing is being performed automatically or manually

• Delivery processing: Generating deliveries on time with all necessary information and communicate them with the warehouse to initiate the distribution process

• Invoicing: Successful creation of invoice and accounting document and communicate to the customer

• Contacting customers in written and internal stakeholders via Sales Force

• Answer customer queries via Sales Force

• This activity is driven by “first call resolution” practice especially for requests. Provide exceptional customer service and support. Responsible for organizing local and hub interaction for the related processes to ensure flawless execution, especially on the aspects of impacted customer stock management with Customer Fulfillment representatives. Ensure continuous improvement of the order management process

Experience

• At least 2-4 years´s experience in Customer service, Order Management, Customer Contact Management, Order to Cash contract & commercial conditions management or similar (essential) preferably in Pharma

• Experience in running services within a Business Services organization (advantageous)

• Experience in in transition project (advantageous)

• Good business acumen (advantageous)

• Understand commercial policies, pricing, rebates, on-off invoices, returns and claims policies (essential)

Hard and Soft Skills

Technical

• Hands-on experience of SAP (R3/S4)(essential), SD module (advantageous)

• Knowledge of Microsoft Office and expertise of MS Excel (essential)

• Experience with Case management tool (advantageous)  

Interpersonal

• Strong professional knowledge of Order and Customer Contact Management

• Ability to interact with customers and neighbouring functions  in a professional manner (essential)

• Attentive to customer needs and feedback (essential)

• Ability to work autonomously and take ownership of tasks and processes (essential), capable to handle professional situations independently

• Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential)

• Ability to act as mentor, or advisor towards the medior or junior level team members

• Good communication skills (essential)

• Ability to think creatively, highly driven and self-motivated

• Detail-oriented with strong organizational skills

• Strong problem solving and analytical skills

• He/She can be involved into difficult professional, or into strategical decision preparations as advisor

• He/She capable to handle sudden changes independently

• Strong stakeholder management she/he capable to collaborate with difficult stakeholders efficiently

• She/he is able to build up strong professional network in the organization – in case of sudden challenges the senior employee has advisors from his/her network 

Education

• Diploma on Economics/Trade/Foreign Trade/Logistics/Finance

Languages

• Excellent English and Italian in written and verbal

• Other European language is advantageous

• Bring the miracles of science to life alongside a supportive, future-focused team

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave

• Play an instrumental part in creating best practice within our Sales Order Management Team

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Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

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