Order Managment Specialyst

Responsibilities :

JOB PURPOSE/MISSION/SUMMARY:

Manages Order to Cash activities specific to the order life cycle, from order entry until order delivery and drives timely resolution of any roadblocks/issues preventing Lexmark from meeting customer requirements, while ensuring quality and cost effectiveness. Collaborates with cross-functional partners within the Supply Chain network to ensure customer satisfaction. This is achieved by providing timely and proactive order status reporting, driving effective and efficient resolution of issues affecting customers’ orders (including credit holds, customer claims, and returns), while adhering to Lexmark rules, audit requirements, and international regulations for each country. Regularly communicates with internal and external stakeholders through several channels during the order life cycle management. Actively contributes to process improvement initiatives.

ROLES & RESPONSIBILITIES:

Manage the orders of their own customer portfolio (Business channels & Retailers) and follow the order up to the delivery to the customer warehouse as per customer expectations/Requirements. Controls, records, and fulfills all orders of Lexmark products on time to ensure service level agreements are met and secure country revenue. Understands order issues through proper root-cause analysis and provide appropriate solutions/alternatives within the time limits. Follow-up to ensure resolution so that they are dropped to Distribution on time to ensure customer requested delivery date is met. Investigates and communicates to customer all issues or discrepancies that may arise in their orders, e.g. Price Discrepancy, Order Quantity, Obsolete PN or End of Life PN; to get approval on how to proceed with processing their orders. Communicate proactively to internal and external customers on the order status. Actively provide support to initiatives/projects impacting Order to Cash Operations.

EDUCATION, EXPERIENCE & CERTIFICATIONS/BASIC REQUIREMENTS:

Graduates or advanced students in fields such as Business Administration, International Relations, Foreign Trade, Public Accounting, or similar. Proficiency in Excel (including pivot tables). Knowledge and experience with SAP are valued. Experience in similar tasks, such as order management processes and customer service, will be highly valued. Advanced English skills are mandatory, and Portuguese skills are valued. We are looking for individuals with excellent interpersonal skills, team-working abilities, a customer-oriented approach (both internal and external), and strong analytical and problem-solving skills.

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