Order Management Specialist

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 & RESPONSIBILITIES / KEY JOB FUNCTIONS: 

• Order Management 

• Logistics/Supply Chain 

• Customer Management and Communication 

• Maintain proactive, efficient and effective communication to customers 

• Guarantee compliance of operations 

Order Management 

• Manage the orders of their own customer portfolio (Business channels & Retailers) and follow the order up to the delivery to the customer warehouse as per customer expectations/Requirements. 

• Controls, records, and fulfills all orders of Lexmark products on time to ensure service level agreements are met and secure country revenue. 

• Investigates and communicates to customer all issues or discrepancies that may arise in the order, e.g. Price Discrepancy, Minimum Order Quantity, Minimum Order Value, Obsolete PN or End of Life PN; to get approval on how to proceed with processing their orders. 

• Analyze and resolve delivery block issues in the order so that they are dropped to Distribution on time to ensure customer requested delivery date is met. 

• Works with customer to ensure customer requested delivery date is specified and valid. 

• Transforms large amount of data downloaded from systems into reports like Back Order Report, Serial Number Report, Pricing Cable/Bid Utilization Report, Sales/Invoice Report and utilize such reports to manage orders and proactively provide visibility to customers. 

• Communicate proactively to internal and external customers on the order status until delivery. 

• Actively understand/analyze Country/COMs requirements and work collaboratively to meet or beat such requirements.  

• Actively provide support to initiatives/projects impacting Order to Cash Operations  

• Analyze Letter of Credit (LC) and comply requirements. 

• For Sell-Buyback and Direct Shipments, ensures that all shipped orders from the manufacturers (Lexmark or external suppliers) are entered in the system correctly and invoiced on time. 

• For OEM and direct shipments, ensures that invoices are sent to the customers on time either via email, post, etc. and documents are properly archived for future reference thru the archiving tool. 

• Ensure that agreed Commercial terms and Conditions are applied by the customers and propose corrective actions if not  

• Support the transfer of some activities to/from other locations if needed  

Logistics/Supply Chain 

• Knowledge on the Supply Chain process of geography supported. 

• Analyze stock/inventory in the warehouse for constrained items and send request for allocation to relevant teams’ base on the urgency of the order. 

• Communicate with Product Allocation team on availability of constrained materials to be able to provide accurate delivery dates to customers. 

• Analyze and calculates volume of shipment to reach full container load, especially on FCA mode of transport, and to determine the type of truck/vessel/vehicle to use, e.g. Direct or normal truck. 

• Follow-up timely shipment of goods from availability of orders to preparation/packing, and transportation.\ 

• Consolidates and schedules shipments for optimization of containers. 

• Assures stock allocation and proper back order management. 

• Ensures accurate and reasonable emergency shipment requests to the orders. 

• Coordinate with transportation team for special shipment requests, emergency orders and extra costs. 

Customer Claims Validation 

• Investigates and analyze the validity of the distribution claims like over shipment, missing goods, damaged shipment, and financial claims like price protections, promotions, and price difference with reference to pricing cable, sales/special bids, promotions, stock rotation, and inventory overstock.  

Customer Management and Communication 

• Serves as primary point of contact for internal / external customers when managing orders within the order life cycle and work internally within the Supply Chain network to ensure all roadblocks are addressed in a timely manner. 

• Maintains regular touchpoints with internal and external customers via 1:1 / group meetings to ensure constant alignment of expectations, as well as to work collaboratively on continuous improvement initiatives. 

• Informs customers in a proactive and timely manner as to the updates of the orders. 

• Anticipates customers’ needs by understanding customer specific profile and follows customers instructions to ensure customer satisfaction 

• Acknowledges external and internal customer queries within 2-4 hours and provides complete and accurate response in a timely manner 

• Educates customers on follow-up frequency (e.g. every two days, daily, etc) and follow-up method (e.g. email, chat, phone call) to ensure customer’s expectations are set 

• Provides proactive and timely communication and follow-up to customers on status reporting, issue resolution and continuous improvement, among others. 

• Ensures good communication and collaboration with cross-functional teams; e.g. Distribution, Finance, COE, Sales, Product Allocation, etc. in order to provide accurate information to the customer and resolves issues on time. 

• Resolves external and internal customer complaints with a sense of urgency 

• Leverages on tools/system information and reporting to provide proactive communication to the customer 

• Regularly updates customer profile / customer bible to ensure all peculiarities are captured when managing customer’s orders. 

Guarantee Compliance of Operations 

• To be compliant with Lexmark rules i.e. Corporate, Geography, Audit, and Internal rules on logistics, revenue recognition, etc. 

• To verify the conformity and validity of all documents issued related to the orders. 

COMPETENCIES, SKILLS, KNOWLEDGE & 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 us 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: 

• Bachelors 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.