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Order Management Analyst (12 month maternity leave coverage)
Job Posting Category: Experienced Professionals (1+ years)
Career Level: Experienced (Non-Manager)
Industry: Packaged Goods
Job Category: Logistics,Operations,Supply Chain
Years Experience: 4-6 Years
Job Type: Contract
Contract Length: 1 year
Posting Date: May 22, 2019
Job Location:

St. Laurent, QC
Montreal, QC
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Job Description


For more than 130 years, care for consumers and our people is what has driven us. Every day, our global brand icons, such as NIVEA, Eucerin, and Elastoplast, make more than 500 million consumers in over 200 countries feel good in their skin. Join this world of care and start your career in an environment that offers you the freedom to drive our international business with your entrepreneurial spirit. Shape your professional future from day one and explore our collaborative culture with smart, courageous teams that all share one exciting goal: developing skin care products of the next generation.

Overall Objective:

The role of the Order Management Specialist is responsible for managing the day to day flow of Canadian customer orders processed and serves as the main contact point between Sales, Supply Chain & the Customer. The individual in this role must be able to use supply chain and customer service knowledge to address issues, provide support, offer information, place orders to keep customer’s satisfied. This is a fast-paced role and requires attention to detail, accuracy, and a confident & friendly persona.


  • Support a 1 DC order management operation to ensure orders are sent to the DC in a timely manner to meet the on-time and fill rate requirements (OTIF- On time & In Full) of the customer & follow up as necessary with customers or internal departments to ensure orders are shipped on time and complete
  • Analyze & improve order efficiency- minimize order touches due to pricing issues, incorrect UPC ordering, etc. Become an SAP expert to fully leverage the system to automate & propose process changes to support order efficiency/optimization.
  • Collaborate with Customer, Sales, & Logistics to implement order pattern optimizations & efficiencies.
  • Responsible for communicating to internal & external organization on the backorders for the customer orders including the root cause of the backorder & when inventory will become available. Must also collaborate with the planning & the sales team to prioritize inventory to customers during bottleneck situations.
  • Serve as a single point of contact for all service level related order cuts & non-service level related order cuts.
  • Analyze & improve service level discrepancies between BDF reporting and the customer using an internal Service Level Management tool (SLM 2.0).
  • Provide 24-48 hour response time to customer/broker requests via the Customer Service Department mailbox or Customer service phone line, including dispositions, carrier return authorizations, shipping information and manual order entry and other supply chain related requests.
  • Analyze trends for customer returns, create transparency, and work with Sales, Logistics & the Customer to reduce the # of returns.
  • Ensure SAP data, including sales agreements, pricing, material determination, new item set up and charter plans are correct and accurately maintained.
  • Work in SAP to manage EDI workflow including releasing, changing, cancelling, clearing errors and blocking orders to ensure service metrics and goals are met.
  • Collaborate with Planning, Replenishment Analysts, Finance and Sales to ensure customer service is aligned with business objectives and supports the company sales target.
  • Analysis Advantage report results for Customer Service items in order to develop action plans and monitor progress in liaison with the Customer Supply Chain team.


  • Bachelor’s degree in Supply Chain Management, Operations, Logistics preferred.
  • 5+ years experience in Supply Chain Operations, preferably with Customer Service experience.
  • Expert SAP skills or other order management system, including EDI.
  • Solid knowledge of Supply Chain processes which includes Planning, Logistics, Quality and Customer requirements.
  • Excellent communication skills required. Must be able to communicate effectively to Sales, Supply Chain and the Customer based on the corresponding business interest and adapt communication style based on the audience. Must also be strong in conflict management to acheive the overall company objective.
  • Able to successfully work in a fast-paced, dynamic environment and able to adapt to the Customer service requirements and business needs.
  • Customer facing experience- effective communication style that caters to and prioritizes the customer’s needs
  • Strong analytical and problem solving skills required. Able to root cause system and process issues and offer solutions
  • Highly learning agile with strong self-awareness
  • Resilient, able to keep composure in challenging situations
  • Continuous improvement mindset- always looking for system, process & communication improvements.
  • Proficient in MS Office, especially Microsoft Excel (must be able to confidently work with pivot tables) & MS PPT.
  • Excellent team player who is able to work collaboratively and cross functionally with Sales, Supply Chain, Finance and the Customer.

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