Description

The Order Management Support Specialist is responsible for customer order management and fulfillment in relation with transactions of spare parts for gas engines. The role covers a broad range of tasks and offers good option for further career developments. 

The main objective is providing a premium service to achieve high customer satisfaction. The spare parts must be delivered on time to ensure that engines keep running. The Order Management Support Specialist serves as the first point of contact to the customer and the internal service engineer organisation for all parts delivery related topics.

This starts from supporting identification of the right part number, order entry and booking, selecting the correct price and discounts, check parts availability, ensure smooth warehouse hand-over and correct world-wide export, import and transport, verify delivery, and react to potential customer questions and complaints. INNIO uses ORACLE as the main ERP system.

Your tasks: 

• Manage and execute customer orders, returns and complaints related to any kind of external and internal spare part orders and transactional orders
• Own on-time shipping (OTS) for an assigned group of customers/ regions
• Strive to meet customer request dates, reduce orders processing cycle and keep backlog of orders to a minimum
• Know and manage customers, understand customers’ needs special requirements, coordinates
• Communicate and follow up with the responsible customer functions for timely, accurate and complete fulfillment
• Manage the orders and communicate proactively to ensure accurate and timely execution including monitoring of the orders status, dates management, management of big order quantities, shipment tracking, documents management
• Monitor and track delivered exchange and core parts, work with customers and regional services to ensure timely return
• Ensure correct order documents with regards to accuracy, clarity, quality, and timelines 
• Conduct and participate to customer meetings and reviews
• Coordinate and communicate cross-functionally to obtain commitments regarding short cycle demands and customer escalations
• Work cross-functionally with Regional Services teams, and colleagues (e.g. central Pricing, Planning and Forecasting, Warehouse, Service Engineering, Warranty, Complaints, Billing and Finance)
• Drive timely resolution of complaints
• Supports system and process improvements of new system releases and enhancements 
• Follow EHS rules and warn others to follow the rules, execute mandatory EHS trainings and immediately report the incidents and near misses as required 
• Further tasks not involved in this Job Description that the immediate leader/manager assigns verbally or in writing 

Your profile: 

• Completed university studies with a focus on Economics, Logistics or International Trade
• Some years of relevant work experience in customer service/ logistics/ international trading is an advantage
• Advanced command of German and English (both written and spoken) 
• Excellent communication skills, also in technical context and sometime complex situations
• Proficiency in Microsoft Office applications  (Outlook, Excel)
• First-hand experience with Oracle, SAP or another ERP system is an advantage
• Pro-active behaviour
• Strong customer and service mindset
• Flexibility and ability to work well with deadlines in a fast paced environment
• Ability to perform in team environment – team player
• Self-starter, capable of working with limited supervision 
• Self-motivated, and ability to handle multiple priorities