Philips Level 3 Customer Support - Order Management in Best, Netherlands
Linking all the processes and parties in the back order management area together and ensure timely order fulfillment for service parts. Responsible for a timely and efficient delivery of all service parts from Service Part Supply to the Key Market and back to SPS again. All transactional and physical activities are outsourced to strategic partners across the globe. The Level 3 Customer Support - Order Management will analyse process failures and exception cases in order to continuously improve our results. He/She will analyse the failures and exceptions; he/she will fix it and work with the Key Markets, SPS functions and Business Units to prevent this from happening again or provides knowledge to empower the strategic partners to solve these cases themselves next time.
Analyze order problems and orders with exceptions
Identify root causes
Drive resolution of problems and exceptions between all involved stakeholders
Identify process improvement opportunities and lead or participate in the implementation
Define process improvement opportunities
Provide process support and continuous “training” to outsourcing partners
Implement structural fixes on identified root causes
Determine and approval financial related issues; invoice approvals and credits towards Key Markets etc.
Manage operational escalations related to customer orders.
Support outsourced activities and to provide instructions how to handle, identify and process orders and parts.
Handle quality escalations and act as a liaison towards the technical products experts in the Business Units
Inform outsourced partners of any changes to business process documentation (two way communication)
Provide management reporting
We are looking for
A-Level Graduate with Minimum 5-year experience in Customer Service or Order Management or
Bachelor Degree with Minimum 1-year experience in Customer Service or Order
Strong interpersonal, verbal and written communication skills
Multi-lingual preferred (minimum is fluent English verbal and written)
Proven problem analysis and resolution skills
Flexibility to handle changing priorities
High stress tolerance
Ability to multi-task in a fast paced environment
Able to plan and organize effectively
Initiative and strong work standards
No nine to five mentality
Demonstrated commitment to going the extra mile to meet the needs of a customer
Knowledge of Supply Chain Processes is a must
Knowledge of ERP systems like SAP is preferred
Must have a demonstrated ability to track, analyse and interpret business data
For this role, we offer a 1 year contract. We welcome you to a challenging, innovative environment with great opportunities for you to explore. Our benefits are very competitive and designed around your preferences:
A competitive package
25 Holidays per calendar year
A variable bonus based on both Philips results and personal performance
Solid company pension scheme and attractive collective health insurance package
Long-term incentives grant and opportunity to buy Philips shares and products with discount
Healthy work-life balance
If you’re interested in this opportunity to join us, please upload your resume and motivation letter through the Philips career site.
Please note that the closing date of this vacancy is 27.02.2017.
After a pre-selection process, you can receive an invite for a further phone call screening by the Talent Acquisition Consultant. If positive, you will be invited for (face-to-face) business interviews. The screening might take place after the closing date.