Introduction
SwiconGroup is one of the leading members of the IT arena for almost a decade, since 2017 also present in Romania. Our wide range of services and highly trained professionals give us the opportunity to shape our solutions to fully meet the ideas and wishes of our clients. We are proud to have leading banks, insurance and telecommunication companies, as well as large FMCG corporations and SSCs amongst our highly prestigious partners.
Tasks
Responsible for the execution of operational processes across the end to end sales cycle within a defined function which may include quote and configuration, pricing, bid/win proposal, quota setting, crediting, and measurement of sales compensation, services engagement and contract management, and order management.
Measures, reviews and analyzes for efficiency and effectiveness of defined processes.
Accountable for operational performance based metrics and agreed upon service level objectives/agreements as well as ensuring adherence to company policies and compliance with applicable legal requirements.
Specialist: Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives.
Works on problems/projects of diverse complexity and scope.
Exercises independent judgment within generally defined policies and practices to identify and select a solution.
May act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process.
Ability to handle most unique situations.
May seek advice in order to make decisions on complex business issues.
First level university degree or equivalent experience; may have advanced university degree.
Typically 4-6 years of experience in a business related function, preferably finance, accounting, or compensation.
The Order Management Specialist operates in a multicultural environment and manages the operational processes and systems supporting Customers and Partners. He/ She is an integral part of the operations team with a variety of responsibilities such as:
• Reviews supplies orders requests, approving them based on the guidelines and internal agreements
• Processes manual orders on the internal portal and ensures follow-up;
• Analyzes additional supplies orders for customers (check or recalculate item lifespan, impressions forecast, previous month shipments etc.).
• Investigates reason for additional requests (technical issues, customer stock levels, increased production volume, etc.).
• Helps control over-shipments according to targets set by business;
• Analyzes monthly consumables consumption at press/customer level to ensure a good budget control;
• Maintains connection and delivers up-to-date information to Supplies Business Manager (SBM);
• Creates and provides reports regarding life span, shipments and historical data requested by the SBM
• Coordinates customer’s change requests in due time and in alignment with agreed procedures/policies
• Manages all claims, exceptions, and special requests, in due time and in alignment with agreed procedures/policies, as per the received requests.
• For manual orders, confirms order is processed to customer
• Informs customers of order status, contacting carrier company or logistics team
• Provides monthly collection of number of pages printed by the customers to insure an accurate invoicing;
• Identifies the presses that are not connected to the iServe database and help customer get them connected, if needed;
• Contacts direct and indirect customers by email at the end of each month to collect the number of printed pages;
• Ensures close collaboration with internal stakeholders responsible for collecting the number of printed pages;
• Identifies all contract types and prioritization of customers;
• Promotes and guides customers in using the new ordering platform (Service Now, Supplies Inventory Manager - process enrollments, escalate IT issues, etc)
• Processes backorders (allocation and stock assignment for orders placed for products not in stock at that particular time) while considering the needs and urgency of the customers;
• Supports and monitor the ordering of special inks;
• Supports with information/reports requests coming internally;
• Places orders for new products that are not yet widely available for ordering;
• Helps in organizing supplies returns in collaboration with Supply Chain;
• Accountable for providing in-time and accurate resolution of all order related escalations, regardless of the level they have reached
• Provides clear and proactive communication on escalation status to both customer and internal stakeholders
• Escalates at appropriate point any operational recurring issues (high number of claims, IT issues, etc.), and follows the escalation to ensure the problems/issue is finally solved – if applicable.
• Provides coaching and training to newcomers, as needed
• Ensures the accuracy of the processes and tasks
Expectations
degree level education
· experience in customer interaction.
· fluency in English
· medium to advanced Microsoft Office tools knowledge
Employer's offer
Meal tickets 30 lei/day;
o Medical subscription at Medicover;
o 24 days annual leave.
o Hybrid work (3 days/week at the office) Pipera, Bucharest
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