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Order Management Senior Associate
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Overview:
This role is responsible for supporting GBS Supply Chain team with general customer service administration, order management and order fulfilment and execution support. It will require a collaboration with all departments supporting SC in terms of solving daily order issues and implementing business actions. The vital link between retailers, our distribution network and wider Customer Services Team for day-to-day orders and delivery process & ultimately to make sure our custmers get the products & service they need.
Responsibilities:
Order Management & Order Fulfillment:
- Process customer orders: EDI, Open text and manual, samples, LC, interco and export
- Deal with customer queries - Deliveries / shortages / CC / Transport / commercial / finance/ traffic planning / 3PL.
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Failure management - re process, cancel and comms to customers, transport and CC
Respond to issues/queries from a number of sources (Phone, emails 24/7 int and ext, Teams & Zoom chats). - End of day reports to make sure all orders are clean.
- Book in deliveries through seperate customer portals or phone customer Goods In or by emails then input into SAP.
Order cleansing:
- Managing exceptions within our network - dealing with internal operational issues and advising our customers (Internal & external)
- Training and on boarding of new associates
- Bachelor’s degree (Supply Chain / Logistics / Business / Engineering) or equivalent.
Experience in supply chain / inventory management, ideally with VMI or similar models in FMCG or consumer goods. -
Strong analytical skills; ability to work comfortably with large data sets.
Good knowledge of forecasting, inventory planning and replenishment techniques.
Proficiency with relevant software: Excel (advanced), ERP tools, VMI systems, data dashboards (e.g. BI tools). - Strong attention to detail, and ability to work across multiple SKUs, customers, regions.
- Good communication skills; capable of working with internal teams and external partners.
- Fluency in English/French (written & spoken).
- Ability to handle change, ambiguity; proactive mindset.
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