About the position
Purpose of role:
To manage and administer all Order Management procedures in partnership with the Commercial team
to provide a comprehensive customer and consumer service.
Key responsibilities and Accountabilities:
Manage outsourced Global Business Solutions partner (Wipro Ltd) in terms of:
• Accurate and timely sales order processing and order maintenance in SAP within
the scope of their SLAs
• Checking Key Account purchase orders for correct details (pricing; product codes;
delivery dates)
• Loading of Advanced Shipping Notices on Customer Portals
• Internal communication to DC and Allocations teams
• Ensuring Wipro SOPs are maintained correctly
• Attending bi-weekly calls with Wipro to discuss operational matters
• Conducting bi-weekly training of Wipro team
Ensure that the Order Management team’s key performance targets are met and in line
with business requirements:
• Manage all day-to-day customer queries
• Manage Order Management shared Mailbox
• Liaise with the Singapore Allocations team to ensure timely allocation and delivery
creation of sales orders
• Run and analyse ZSHIP reports to effect daily order tracking and DC follow up
• Run weekly Operations Report and distribute to Commercial stakeholders
• Update weekly Shipment Forecast
• Chair weekly Commercial Prep meetings with the DC
• Attend weekly Commercial meetings and expedite action points where required
• Attend monthly Pconf meetings with Supply Planning and communicate supply
risk to the Commercial team
• Distribute order confirmations to the Commercial team and communicate order
book status in terms of late product, cancelled product and low fillrates
• Attend bi-monthly Operations Meeting with the DC
• Run ZSHIP reports for monthly Financial and Commercial forecasting purposes
• Reprice sales orders in SAP whenever necessary for SA shipments as well as MENA
shipments via Singapore Hub
• Manage store-to-store transfer process of closeout product
Qualifications and Experience:
• Bachelor’s degree Preferred or relevant Tertiary qualification
• 3-5 years Order Management/Customer Service experience
• Strong Excel skills
• SAP knowledge
• Self-Motivated
Key Competencies:
• Good Communication Skills (verbal and written)
• Strong Planning and Organising skills
• Ability to collaborate with different stakeholders across many functions
• Assertiveness
• Ability to work independently
• Ability to work in a fast-paced environment
• Problem solving skills and a sense of urgency with decision making
Desired Skills:
- Ability to Meet Deadlines
- Collaboration
- Ethical Decision-Making
- MS Excel
- SAP
- Solving Problems
