Order Management Specialist

Main Task
1. Act as the ‘one-stop shop’ for our external and internal customers aiming to swiftly resolve any issue they might have, receiving their orders. To do so you´ll utilize the new order management tool to set up an efficient and streamlined process, collaborating with other teams e.g. IT, to provide feedback for continuous improvement.
2. Proactively identify potential challenges in the order management process and implement effective solutions to overcome them swiftly e.g. by prioritizing orders, aiming to reduce incoming inquiries for the customer care teams. Incident clearing support should be provided to those orders which end up with error messages
3. Ensure accurate and up-to-date records of all order-related information, maintaining a well-organized database for easy access and reporting
4. In the sense of a systematic and structured approach to eliminate problems, you analyze the exceptional orders handled by the global team e.g. root cause analysis and prepare regular reports to provide insights on the main shortfalls, bottle-necks and/or problem clusters.
5. Maintain a customer-centric approach throughout the order fulfillment process, ensuring timely and accurate responses to customer inquiries and concerns and also collaborate closely with cross-functional teams, including key account, production, supply chain, IT etc. to ensure seamless coordination and order execution
6. Support the CEF lab to ensure all orders have been received and produced successfully. Order clarification and consultation is provided to both the key account mgmt. and production team
7. Support the key account mgmt. across the globe to solve their queries related to order management and as well on those orders which cannot be entered in standard systems.
8. Embrace the bumpy road ahead, understanding that unforeseen challenges may arise. Demonstrate resilience and adaptability to overcome obstacles and achieve team goals.
9. Responsible for the Information asset identification, risk assessment and disposal, and update regularly if being a Department Security Officer.
Work Experience
1、Proven experience in order management, customer service, or a similar role
2、Exceptional customer service and communication skills, with the ability to remain patient and composed in challenging situations.
3、Clear communicator with an inclusive style, with a collaborative mindset and the willingness to work cross-functionally.
4、Advanced English communication skills at reading, writing, and speaking
5、English mandatory (German, Chinese and/or Spanish considered a plus)
6、Familiarity with using new software tools and systems, showcasing an ability to quickly learn and adapt to new technologies.