Customer Care, Order Management Specialist (Hybrid)

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 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.