Scope
At Veolia Customer Care Team - as part of Global Supply Chain Operations we manage the customer portfolio throughout the entire order life cycle. We are a diverse and truly multicultural team of ca. 50 colleagues. We serve a wide range of customers from industries like food and beverages, power, pharma and life science, municipalities to oil refineries. Our teams are daily in touch with Sales, Material Planning, Sourcing, Pricing, Finance and Distribution Departments to ensure providing high standards of service level to our end customers. We aim to focus on continuous improvement and increased service level throughout working on initiatives enabling customer service to do more value-added activities for the business and our customer base.
As an order management specialist you are responsible for the wing to wing management of the order starting from order entry, working with the plant/production for scheduling the order and with the customer to eliminate possible roadblocks until the order is delivered. The focus of your role will be timely and accurately entering the orders and proactively communicating with customers and the stakeholders. In case of urgent requests you will also be working with planning on order expediting. You will also be responsible for customer and key customers queries both in written and over phone.
Tasks and responsibilities
Order management
Processing orders, CMS & AI, in SAP
Processing complex orders
Processing orders for key accounts
Managing order related issues to enable delivery to customers on time in full
Handling special queries, urgencies with continuous professional communication with our existing customers and stakeholders
Project billing
Account Management
Handling queries to meet customer expectations
Root cause analysis to identify process gaps in order to improve customer experience
Gatekeeper to ensure customer data is correct in our system by engaging the relevant departments to update ERP
Required education and experience
Essential
Advanced level of German and English (plus French/Italian/Spanish is preferred)
2 years relevant professional experience
Accuracy and attention to details
Time management and allocation of priorities
Effective and professional verbal and written communication – both with internal and external customers
Good problem-solving capability
Customer service attitude with ownership on any kind of queries
Logical thinking, analytical mindset, Reporting skills
Proficient IT skills including Excel and Google Workspace
Team Player
Solid SAP knowledge and experience as a user
Experience in customer service / order management
Desired Characteristics
University or college degree
Salesforce.com experience
Mentor/Coaching attitude
Additional relevant foreign language knowledge
Process improvement and project management mindset
What we offer:
You will be part of a motivated, professional team.
We provide a competitive salary and other benefits including:
● Value-creating tasks and challenges in a successful and environmentally conscious company
● Cafeteria
● Medicare private health insurance
● Life insurance
● Birthday bonus
● Home Office opportunity
● Employee support program (e.g. legal, health, psychological counselling, medical screening tests)
● Family support (e.g. start-of-school support)
● Reward for employee referral
● Regular training and development opportunities
● Safe, stable, family-friendly workplace for the long term in Váci Greens Office, Budapest.