CARE FOR SKIN – CARE FOR
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.
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 &
- 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
- 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
- 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.