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- Tasks: Manage customer orders and resolve queries for B2B and B2C channels across Europe.
- Company: Join Insulet, an innovative medical device company transforming diabetes care.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real difference in people's lives while developing your skills in a dynamic environment.
- Qualifications: Degree or relevant experience, strong communication skills, and proficiency in Excel.
- Other info: Collaborative team culture with potential travel opportunities.
The predicted salary is between 36000 - 60000 £ per year.
The Order Management Specialist is a critical member of the European Customer Care team, reporting to the Order Management Function in Customer Care. The primary role is to oversee and support customer order processing for EU markets for B2B and B2C channels, handling Order to Cash (OTC) queries, resolving issues, and monitoring the effectiveness of the Order Management processes within the B2B and B2C markets. The ideal candidate will have a demonstrated ability to understand multiple processes while working in a customer-focused role, as well as having excellent troubleshooting skills.
Responsibilities
- Responsible for ensuring accurate, timely processing of all customer orders across multiple EU countries with multiple varied processes.
- Report and qualify B2B complaint case data and associated product replacements with Distributor & Intermediary customers.
- Primary contact for B2B team to coordinate response-to-resolution for OTC queries, issues, and escalations.
- Close liaison with Logistics provider to ensure order KPI’s are met, order queries are managed effectively, and to support monitoring inventory levels of key products in SSL and main warehouse locations.
- Maintain relationship with external vendor’s order processing supervisor and management team, providing support, guidance, and advice as required.
- Liaising closely with commercial and local market teams as required for any new initiatives and product launches.
- Communicate effectively with business partners on the status of order/invoice queries and provide regular business updates including close management at Quarter Close with Commercial and Finance stakeholders to ensure we meet financial targets.
- Close interaction with EU Customer Care team, aligning on process updates with the CC Training Teams and maintaining open communication.
Key Decision Rights
- Give clear direction to third party teams for order processing escalations impacting end customers.
- Give clear direction to Commercial and Finance partners on expected order landing at quarter and year end close.
Required Leadership/Interpersonal Skills & Behaviours
- Collaborative Relationships - Ability to work cross-functionally across sales, commercial, market access, and marketing teams. Proactive collaboration with supply planning and distribution teams to support resolution of backorders and inventory related issues.
- Analytical Thinking - Positive and creative approach to problem solving.
Required Skills and Competencies
- Self-sufficient - Flexible, and motivated team player capable of multi-tasking and managing workload priorities.
- Establishing Focus - Outstanding attention to detail and ability to organize, prioritise and delegate tasks.
- Attention to Communication - Effective verbal and written communication skills.
- Results Orientated - Results driven and able to understand multiple complex processes.
- Understanding of Regulatory and Quality impacts to process.
- Technical Expertise - Excel in generating and maintaining organised and accurate records.
- Languages: English fluent, additional language an advantage (Dutch, French, or German preferred).
Education and Experience
- Degree level or other transferable experience.
- Demonstrated experience within a Call Centre or commercial environment and a sound background in order management or other relevant experience.
- Exposure to Salesforce.com and SAP ERP systems an advantage.
- Experience using MS Office – Intermediary Excel skills are highly desirable.
Additional Information
- The position is hybrid, based in Lisbon, Portugal or London, UK.
- Travel is estimated at 25% but will flex depending on business needs.
Customer Care, Order Management Specialist (Hybrid) employer: Insulet Corporation
Contact Detail:
Insulet Corporation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care, Order Management Specialist (Hybrid)
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by practising common questions related to order management and customer care. Think about your past experiences and how they relate to the job description. We want you to shine!
✨Tip Number 3
Showcase your problem-solving skills during the interview. Be ready to discuss specific examples where you resolved issues in a customer-focused role. This is key for the Order Management Specialist position!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Care, Order Management Specialist (Hybrid)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Care, Order Management Specialist role. Highlight any relevant experience in order management or customer service to show us you're the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background makes you a great candidate. Be sure to mention any specific experiences that relate to the responsibilities outlined in the job description.
Showcase Your Communication Skills: Since effective communication is key in this role, make sure your application is clear and concise. Use proper grammar and structure to demonstrate your written communication skills, as this will give us a glimpse of how you might interact with customers.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s super easy and ensures your application goes straight to our hiring team. Plus, we love seeing candidates who take the initiative!
How to prepare for a job interview at Insulet Corporation
✨Know Your Order Management Inside Out
Make sure you understand the order management processes, especially in a B2B and B2C context. Brush up on how Order to Cash (OTC) queries work and be ready to discuss your experience with similar systems. This will show that you're not just familiar with the role but also genuinely interested in it.
✨Show Off Your Troubleshooting Skills
Prepare examples of how you've resolved customer issues in the past. Think about specific situations where you had to analyse a problem and come up with a solution. This will demonstrate your analytical thinking and results-oriented mindset, which are key for this position.
✨Communicate Like a Pro
Since effective communication is crucial, practice articulating your thoughts clearly. You might be asked to explain complex processes or how you would handle certain scenarios. Use concise language and ensure you can convey your ideas effectively, both verbally and in writing.
✨Be Ready to Collaborate
This role requires working closely with various teams, so be prepared to discuss how you've successfully collaborated in the past. Highlight any experiences where you worked cross-functionally, especially with sales, logistics, or finance teams, to show that you can build strong relationships.
