Philips Level 3 Customer Support - Order Management in Best, Netherlands

Your challenge

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.

Your responsibilities

  • 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

Our offer

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

Recruitment process

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.