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Rose International
Customer Order Management Specialist SAP Order-to-Cash (OTC)
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Job Description
Required Education
- High School DiplomaRequired Qualifications/Skills/Experience
- 2-5 years of experience in Customer Service, Supply Chain, or Sales
- Customer-facing operations, including Customer Service or Sales
- Order-to-Cash process knowledge
- Experience with cloud-based solutions such as Service Cloud
- Experience with ERP systems such as SAP
- Experience with IT applications
- Supply Chain understandingPreferred Qualifications/Skills/Experience
- Spanish or French speaking is a plusCustomer Service / Customer Experience Overview
- Deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey and collecting feedback to drive continuous improvement
- Serve as the single point of contact for current and new customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs
- Run Order-to-Cash (OTC) and Customer Service Management, focusing mainly on customer interaction-related activities, both inbound and outbound
- Build customer trust and relationships by supporting supply, commercial, and application inquiries, collecting feedback, and identifying opportunities to drive customer satisfaction
- Collaborate closely with internal partners and functions, including CSX, Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain, to align customer expectations and needs with Supply Chain capabilities
- Support customer experience initiatives, tools, and processes while differentiating service according to Customer Segmentation, Service Levels, and customer satisfaction levels
- Contribute to continuous improvement by identifying opportunities to enhance operational efficiencies, streamline workflows, and improve the customer experience
- Utilize SAP, Service Cloud, and other supporting systems and tools to drive efficiencies and provide feedback that contributes to systems improvement
- Prioritize workflow and activities to ensure business continuity, productivity, quality, timeliness, and customer satisfactionJob Duties
- Accountable for customer-facing activities and customer experience, acting as a single point of contact for customers and adopting a customer-centric mindset within day-to-day interactions
- Set and meet expectations while providing a stress-free customer experience and maintaining a positive and professional demeanor
- Run OTC and Customer Service Management, focusing mainly on customer interaction-related activities, both inbound and outbound
- Contribute to the understanding of customer segments, trends, needs, and expectations by reporting and providing feedback on client interactions
- Build customer trust and relationships by supporting supply, commercial, and application inquiries
- Collect feedback and identify opportunities to drive customer satisfaction, including regular customer visits
- Enter relevant information into the Customer Relationship Management (CRM) system after each customer contact to create a call plan and ensure the organization has quality data to enable effective customer retention and business development activities
- Schedule follow-up actions
- Provide quality service to customers while identifying opportunities to secure new business or support retention through customer interaction
- Handle customer cases and complex queries to minimize disruption and downtime
- Collaborate closely with internal partners and functions, including CSX, Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain, mainly via Service Cloud
- Judge and align priorities to meet customer expectations and needs versus Supply Chain capabilities
- Monitor and ensure delivery of other functions' commitments
- Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing
- Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level
- Review existing operations within the assigned area of work and generate new ideas to assist in identifying continuous improvements
- Enhance operational efficiencies, streamline workflows, and improve the customer experience
- Prioritize own workflow and ensure work is completed to required standards of productivity, quality, and timeliness
- Use KPIs, performance management systems, and reports to improve personal performance
- Utilize customer service supporting systems and tools, including SAP and Service Cloud
- Drive efficiencies and provide feedback to contribute to systems improvement for internal and external use
- Plan own activities on a daily, weekly, and monthly basis to ensure business continuity, enhance efficiencies, and improve customer satisfaction
- Actively participate in team meetings to align priorities
- Comply with Corporate Standards, Global SHE, and Sustainability requirementsTravel
- Regular customer visits are referenced as part of the role
- Only those lawfully authorized to work in the designated country associated with the position will be considered.
- Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.