Job description:
The Professional Order Manager serves as the central coordinating interface between customers and internal stakeholders, ensuring efficient and policy compliant order execution.
This includes steering and coordinating all order related activities between customers and internal stakeholders (Planning, Logistics, Sales), analyzing demand and process deviations, and deriving corrective actions to secure high delivery performance and customer satisfaction.
Main Responsibilities
- Coordinate Order Processing & Data Accuracy
Ensure the complete, accurate, and policy compliant entry, validation, and maintenance of customer orders across SAP, EDI, OCR, customer portals, and webshop channels, including continuous data quality checks and support of efficiency and automation improvements.
- Monitor Systems & Resolve Process Deviations
Conduct daily monitoring of EDI flows, portals, and system blocks; analyze error messages and independently initiate corrective actions to secure seamless end-to-end order flow.
- Manage Order Adjustments & Customer Updates
Adjust quantities, dates, and item positions in line with Order Management Policy, ensuring timely confirmations and precise, transparent communication toward customers and internal stakeholders.
- Handle Customer Communication & Hotline Support
Serve as the primary interface for customer inquiries, change requests, and escalations, ensuring proactive communication on delivery situations. Provide customer focused and timely hotline support, independently managing incoming requests.
- Execute Returns, Claims & Credit Processes
Manage complete return, claim, and credit workflows in collaboration with Logistics, Quality, and Finance to ensure efficient, compliant, and customer aligned resolution.
- Drive Delivery Performance & Mitigation Measures
Monitor backlogs, shortages, and material availability; identify risks early and coordinate cross functional mitigation actions to avoid delays while maintaining proactive communication with Sales and customers.
- Analyze KPIs, Demand Patterns & Escalations
Monitor and analyze Key Order Management KPIs, identify deviations in order or demand behavior, escalate critical issues when required, and derive actions to enhance delivery performance, demand stability, and overall Order Management effectiveness.
Optional AddOn Role: Key User Order-to-Cash
- Ensure a stable, efficient, and policy compliant end-to-end Order-to-Cash process with a strong focus on data quality, correct pricing logic, and consistent process integrity across SAP, EDI, and eCommerce channels.
- Maintain, validate, and govern customer master data and pricing relevant information, including analysis of root causes in the event of incorrect pricing or order inconsistencies.
- Monitor EDI and automated workflows (e.g., OCR/VIM), conduct first level support, and coordinate issue resolution with IT and relevant business functions to secure system stability and process continuity.
- Analyze technically complex or system critical orders in SAP to prevent process interruptions and ensure technically correct and executable order setups, while identifying improvement opportunities within the Order-to-Cash landscape to drive standardization, automation, and continuous process optimization.
- Administer and further develop eCommerce and webshop processes, including user management, testing of functional changes, and creation of training materials and best practice documentation for end users.
Required Competencies
Professional Skills
- Completed commercial training and relevant experience in order management, purchasing, customer service, or similar fields
- Experience with EDI interfaces or electronic order processing
- Experience in international customer environments
- Experience in order processing and customer support
- Proficient in ERP systems (preferably SAP)
- Strong MS Office skills
Language Skills
- German (business fluent) and English (excellent written and spoken skills)
Personal Skills
- Strong customer orientation and communication skills
- Problem-solving ability and proactive approach to escalations
- Reliability, initiative, and sense of responsibility
Additional Information
- Hybrid working possibilities (up to 40% home office).
- Flexible working hours required to cover hotline service (8:00 – 17:00)
Pay: £32,000.00 per year
Benefits:
Work Location: In person
