Order Management Process Improvement Specialist

Ortigas, Pasig City 

We are looking for a highly motivated individual who will refine operations and processes to achieve greater efficiency, quality and effectiveness within the order management process.

What is the Job all about

You are expected harmonise ways of working across our global Order Management Centre to secure efficient and accuracy within group standard process workflows. Identify and establish continuous improvement initiatives and advise how to receive, process and fulfil customer orders and support with upskilling of new initiatives introduced within the organisation.  The role is in the Global Customer Sales and Support Centre organisation in the Industry division.

This role will be directly reporting to the Global Senior Manager Commercial Excellence, and will be based in Ortigas, Pasig City.

Your main responsibilities:

•        Drive optimisation of order flow processes to ensure information is accurate and complete to improve customer satisfaction
•        Identify and work towards process differentiation gaps across the different countries and collaborate with stakeholders to achieve global alignment to best practice
•        Identify missing global best practice processes and establish dialogues to bridge the information gaps
•        Analyse performance data together with local team leaders/manager to identify areas for improvement and propose and develop actionable changes.
•        Identify automation potential to minimise manual touchpoints and repetitiveness of tasks
•        Adapt any new best practice process into daily work schedules with the training and upskilling of teams.
•        Ensure all processes comply with best practices and/or local legislation and regulations for the country specific.
•        Assist with the maintenance of the Industry Global Guidelines and inclusion of learning journeys within the Industry Learning Portal
•        Follow all local guidance concerning quality, environment, sustainability, health, and safety.
• Ad hoc tasks
  •  Support with ad hoc tasks defined by leadership.

  Your background:

·       A degree in business, supply chain or a related field

·       Minimum of 5 years of Grundfos Customer Sales and Support Center experience or similar customer service and/or order to cash experience from a global company

·       Knowledge in SAP is a must

·       Knowledge in CRM or similar customer relationship platforms is an advantage 

·       A certification in Lean Six Sigma is nice to have

·       Extensive experience in order management and/or supply chain

·       Be a critical thinker with skills in negotiation and presentation

·       Good knowledge and proven experience of Customer Service Management, relevant administrative experience, organizational skills & accountability with the customer.

·       Good knowledge of our business structure, processes, products, and key market needs to create a successful customer centric experience.

·       Current with relevant technology and trends and applications.

·       Good proficiency in MS Office applications.

·       Good communication and networking skills together with the ability to build strong and trusting relationships with both internal and external stakeholders.

·       Good written and spoken English.

·       Ability to speak multiple Languages is an advantage.

·       Ability to work shifts, including possible night shift and local public holidays (renumeration adjusted accordingly)

Do you want to learn more?

If this job sounds appealing, please send your resume and cover letter by clicking “Apply”.

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We look forward to hearing from you.