Job Details

Job description:

• You will be the expert for market specifics and order management operations for multiple countries from IFP EMEA & UK.
• Together with IFP CuSe leaders, it will be decided where your support is required based on business needs, to execute tasks required toguarantee the business continuity and achieve operational goals.
• You will work on process improvements by identifying the knowledge gaps and possible process standardization.
• You will monitor if the internal documentation is up to date with customer-related data.
• You will be the main point of contact for own regular and VMI/CMI Customers and multiple internal stakeholders within EMEA IFP, for all ordering activities and enquiry/query management to resolution, across the entire Order to Delivery (OTD) process.
• You will be responsible for maintaining order data within our SAP R/3 System.

Responsibilities:
• Market Expertise & Business Continuity
• Maintain strong knowledge of EMEA IFP order management processes, systems, and market specifics to switch between markets when needed.
• Process Improvement
• Identify gaps, propose improvements, support implementation, and lead small continuous improvement initiatives.
• Order Management (VMI/CMI Customers)
• Manage full order planning and execution, including forecasting support, cross selling opportunities, and maximizing service levels, OTIF, and fill rates.
• Order Management (Regular Customers)
• Handle end-to-end order processing in SAP-from order receipt to delivery-resolving issues and coordinating with cross functional teams.
• Customer Claims
• Manage logistics claims in the Dispute Case Management tool, including investigations, returns, credit/debit notes, and approvals.
• Stakeholder Collaboration
• Work daily with a wide range of stakeholders across Sales, Planning, Logistics, Master Data, Pricing, Credit & Collection, Transport, Internal Control, DTS, and others.
• Customer Communication
• Maintain professional written and verbal contact with customers in local languages and English. Build strong relationships and ensure high customer satisfaction.
• Customer Master Data Ownership
• Keep internal customer data and documentation accurate and up to date. Share market specifics with the team.
• KPI & Performance Management
• Understand KPI requirements, monitor impact, and propose actions to improve performance and standardization.
• Team Support & Training
• Support colleagues with escalations, follow control procedures, provide training on complex topics, and ensure onboarding is completed on time.
• Compliance & Controls
• Follow internal policies and control frameworks, support audits, and provide required analyses.
• Project Participation
• Contribute to or lead activities in cross-functional projects, providing expertise and supporting process analysis and improvements.
• Qualifications required:
• 4+ years of customer-facing experience in Order Management / Customer Service (preferably FMCG, OTC, or Supply Chain)
• Master's degree
• Experience working with international stakeholders
• Strong MS Office skills, especially Excel
• SAP and SNC proficiency
• Independent, proactive, and able to manage multiple tasks
• High accuracy, analytical mindset, attention to detail
• Team player able to support and train others
• Excellent communication and interpersonal skills
• Language requirement:
• Fluent English and one of the following languages with the proficiency on CEF-B2/C1 level are required: German, French, Spanish, Italian.