Overview Job Overview: Order Management & Order Fulfilment: • Process customer orders: EDI, Open text and manual, samples, LC, interco and export • Deal with customer queries - Deliveries / shortages / CC / Transport / commercial / finance/ traffic planning / 3PL • Failure management - re process, cancel and comms to customers, transport and CC • Respond to issues/queries from a number of sources (Phone, emails 24/7 int and ext, Teams & Zoom chats) • End of day reports to make sure all orders are clean • Book in deliveries through seperate customer portals or phone customer Goods In or by emails then input into SAP • Order cleansing • Managing exceptions within our network - dealing with internal operational issues and advising our customers (Internal & external) • Training and on boarding of new associates Manage returns and refusals: • Create return delivery and inform sending WH and 3PL about pick up order • Align on issue resolution with customer • Receive notification about return delivery from customer/sales (in rare cases – only large quantity errors, health issues, damages etc.) Other activities: • Daily problem solving in order processing • Coordination between departments (in person, by phone, zoom meetings, email) Responsibilities • Support Customer Support team with all initiatives to improve GBS service offerings • Support relationship management with key stakeholders within BU supply chain Qualifications • Excellent spoken and written English language knowledge • University degree • Previous exposure to similar role is a plus