ORDER MANAGEMENT ANALYST

Job Description

Job Title: ORDER MANAGEMENT ANALYSTLocation: Cobalt Business Park, Newcastle (NE27) / Hybrid - 2 days per week on siteHourly Rate: Up to £21.09 ph PAYEEmployment Type: Temporary Contract (currently approx. 12 Months - 3rd April 2023 to 29th March 2024)Hours: Standard 37.5 Hours Per Week Reference: SB-P1369NORTHERN EUROPE CUSTOMER SERVICE OPERATIONS COBALT - ORDER MANAGEMENT ANALYSTBusiness Purpose:The Order Management Analyst provides a key interface between the Company and our key External Customers, being a member of a multi-skilled team responsible for resolving issues relating to order receipt through to delivery for both Customers and Sales.They are a key influencer in Customers Satisfaction.The Order Management Analyst has total accountability for their key results and has an active role in helping deliver some results owned by other organisations. They also help ensure successful delivery of new initiatives, large promotions and logisticalprojects.The OM Analyst will need to develop and deploy a range of skills and knowledge that will enable management of all aspects of the Order Management Role.Predominantly working in our Customer Service Operations department. Specific skills required - a member of a multi skilled team with a high degree of initiative/problem solving. A strong collaborator who can work effectively and enthusiastically both internallyand externally (verbal and written communication). A sound and general knowledge of working within systems and processes e.g. SAP, Outlook, Microsoft Office, excellent excel and analytical skills. You need to have a high degree of attention to detail and personalaccuracy to ensure work is completed correctly first time.Key skills required:

• Excellent verbal and written communication across all levels of the internal business and external Customers
• Working within a fast paced and high pressured environment to deliver the OM daily cycles on time and support other functions.
• High degree of accuracy in the execution of OM processes and the response and delivery against Customer requests
• Effective problem solving and decision making, balancing Customer satisfaction with adherence to internal processes.
• Excellent organisational skills to enable effective management multiple priorities and execution of cycles
• Proficient in the use and application of Digital Tools (Power BI/Excel)

Responsibilities of the role:The OM Analyst will need to develop and deploy a range of skills and knowledge that will enable management of all aspects of a Customer as well as cross training on other Customers for the purposes of cover.A high degree of initiative is a key requirement as well as a positive attitude.There will be regular Customer contact, both verbal and written communication and they will need to develop a detailed understanding of the way Customers manage their business.Excellent organisational skills are required to enable effective management of multiple priorities across Customers.Customer Ownership - They will manage a Customer/set of Customer accounts, being responsible for all relevant Service Fundamental results across the Customer base. i.e. ensuring Customers comply to trade terms from an order point of view e.g. Quality Orders(QEDI). In addition to results delivery, they will be expected to:

• Actively participate in daily direction setting meetings with Customer team.
• Contribute to results review meeting with their Customers to ensure joint KPIs are on track
• Develop pro-active relationship with Customer Teams and / or Sales to facilitate stronger customer relationship.
• Investigate queries received from Customers and ensure prompt resolution.
• Build & maintain good working relationships with Customers Ops /Sales account contacts.
• Strict adherance to the daily processes and timeframe.
• Understand what initiatives or promotions are happening with own Customers to enable smooth launch. Proactively communicate where appropriate and identify and fix any gaps in ordering.
• Execution with full audit compliance Automation, Simplification/Productivity Improvements for OM
• Have thorough understanding of what robotic processes are doing. Execute robotic manual tasks, monitor robotic processes and provide input into robotics projects to ensure solutions meet business needs and support deployment/go live.
• Be proficient in digital tools with ability to constantly learn new technologic solutions.
• Team Work
• Develop complete personal mastery of the OM role including daily cycle delivery, KPIs and processes that will contribute to delivering business results.
• Provide support and coverage across the team during holiday periods.
• Develop mastery of another role within CSO to enable cross functional cover.
• External Interface - Excellent communication skills and engagement with the Customer to deliver high levels of service

Role Qualifications:

• Digital Skills/System Knowledge
• Excellent Communication skills
• Strong Customer Service skills
• Problem Solving and Time Management, able to meet and work towards tight deadlines
• Use of SAP, familiarity with all Office 365 platforms and in particular Microsoft Teams & Excel

Other Info - working a hybrid working policy with two days working in the office (currently Tues & Weds) the remaining time working from home.

Keyskills :
Customer ServiceOrder ManagementProblem SolvingSAPExcel