Company Description
Part of Veolia Group, Veolia Water Technologies & Solutions brings together experienced professionals in pursuit of the same goal: to solve the world's most complex challenges related to water scarcity, quality, productivity, the environment and energy. We’re always looking for passionate and creative people to help us in this mission!
Job Description
Senior Order Management Specialist
At Veolia Water, we EMEA Customer Fulfillment Team - as part of Global Supply Chain Operations – manage the customer portfolio throughout the entire order life cycle. We are a diverse and truly multicultural team of ca. 50 colleagues. We serve a wide range of customers from industries like food and beverages, power, pharma and life science, municipalities to oil refineries. Our teams are daily in touch with Sales, Material Planning, Sourcing, Pricing, Finance and Distribution Departments to ensure providing high standards of service level to our end customers. We aim to focus on continuous improvement and increased service level throughout working on initiatives enabling
customer service to do more value-added activities for the business and our customer base.
As a senior order management specialist you are responsible for the wing to wing management of the order starting from order entry, working with the plant/production for scheduling the order and with the customer to eliminate possible roadblocks until the order is delivered. The focus of your role will be timely and accurately entering
the orders and proactively communicating with customers and the stakeholders. In case of urgent requests you will also be working with planning on order expediting. You will also be responsible for customer and key customer queries both in written and over phone as well as handling customer and sales escalations. Training and mentoring of new joiners will also be your responsibility. A key requirement will be to lead process improvement initiatives in this role.
Desired Characteristics
● University or College degree
● Salesforce.com experience
● Additional relevant foreign language knowledge
Tasks and responsibilities:
Order management
● Processing orders
● Processing complex orders
● Processing orders for key accounts
● Managing order related issues to enable delivery to customers on time in full
● Handling special queries, urgencies with continuous professional communication with our existing customers and stakeholders
● Project billing
Account Management
● Handling queries to meet customer expectations
● Root cause analysis to identify process gaps in order to improve customer experience
● Gatekeeper to ensure customer data is correct in our system by engaging the relevant departments to update ERP
Project management
● Contributing to IT projects
● Initiating break fix
● Leading and contributing to projects
Qualifications
Required education and experience:
Essential
● Advanced level of English
● 3-4 years relevant professional experience
● Accuracy and attention to details
● Time management and allocation of priorities
● Effective and professional verbal and written communication – both with internal and external customers
● Good problem-solving capability
● Customer service attitude with ownership on any kind of queries
● Logical thinking, analytical mindset, Reporting skills
● Proficient IT skills including Excel and Google Workspace
● Team Player
● Solid SAP knowledge and experience as a user
● Mentor attitude
● Experience in customer service / order management
● Ability to deal and/or back-up in different product lines
● Process improvement and project management mindset
Additional Information
All your information will be kept confidential according to EEO guidelines.
As an inclusive company, Veolia is committed to diversity and gives equal consideration to all applications, without discrimination.
