The Order Management Executive is the first point of contact for customers, including EDI customers, IMC's, 3rd party service providers (warehouse) and Business Enterprise Operations Teams and acts as the link between Customer Service Department and Supply Team.
Responsible for delivering high-level customer service and ensuring on time, in full shipments, guaranteeing that all customer service-related queries are followed up and resolved accurately, efficiently and according to the relevant SLA and Diageo strategy. Logistics Advisor tasks (E.g. Proactively manage relationship with 3PLs, teamwork between Supply Chain and CS, invoice corrections, stock reconciliation etc.). The Order Management Executive is the person responsible for ensuring a connection between Business Enterprise Operations (OTC) and IMC (Supply and Commercial Teams), reinforcing strategy accomplishment and commercial drivers in OTC Team.
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- Single point of contact for customers and supply.
- Order management for customers including scheduling times and operational planning.
- Proactive order management execution from creation to delivery to the customer. Provide visibility and relevant action on orders vs. forecast.
- Handling all incoming customer queries and requests. Follow up to issues on incoming orders in case of non-stock availability or price differences Follow up to EDI ordering (Idoc. corrections, issue resolution for EDI related problems).
- Support and follow up to credit and collection related issues, ensuring the minimum impact of credit blocks.
- Continuously improving service levels in cooperation with the internal teams and other parts of the business to strive for excellence in a highly competitive environment.
- Being responsible for accurate communication between Diageo and customers.
- Improving customer satisfaction level and order entry accuracy. Build credible relationship (strong networking, influencing and interpersonal skills required). Actively promote the CARM Control agenda.
- Keep Process Documentation actualized and accurate.