OTC Representative

Key Responsibilities

• Manages daily operation from order to shipment including return management. To ensure orders are entered into the system and follow the process until shipped to the customers in Non-Eu
• Ensures customer receives all the relevant information relating to open orders & deliveries.
• Effectively review and analyze the order file, highlighting risks and opportunities, highlight impacts directly into weekly shipment’s forecast submission
• Coordinate customer communication for “order to deliver process” for customer notifications, inquiries regarding availability, prices, order or shipment status.
• Monitor customer order backlog and pro-actively initiate expedites with the objective to meet Customer Requested Delivery date.
• Keeping customer master data up to date
• Responsible for customers Daily operations “order to deliver process”, follow up all related process steps, complete required system transactions and ensure order is delivered on time in full.
• Organize shipments by coordination of internal units; provide customer requirements to the departments Sales, Production Planning, Logistics and Credit Control and ensure information flow is provided between all relevant departments.
• Support Order Book (OB) Management– review regularly the orders for output and their timelines, working with Order Fulfilment, to meet the committed order ATP (Availability To Promise) deadline.
• Manage customer forecast, analyze forecast demand against actual orders, and coordinate relevant actions with supply chain, sales and customer.
• Governance of order book pricing aligned to agreed trade terms.
• Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure VAS data from customer is uploaded to respective systems.
• Act as the first point of contact and take care of all customer enquiries through to resolution such as order handling, shipping notification, missing items, product questions, faulty goods, returns and discounts.
• In the case of returns, organize collection and return of goods as per Levi’s policies.
• Ensure agreed OM activities are carried-out on time and within agreed service levels by the external provider as agreed.
• Investigate and solve for customer claims and disputes related to order management root cause (missing discount, short deliveries etc …)
• Drive relevant EDI connections and troubleshoot EDI failures to facilitate timely order management and delivery process automation.

Requirements

• Bachelor’s degree is a must.
• Technical experience with SAP or similar ERP system
• Fluent English - both Written and Verbal
• 3yrs+ experience of business to business or .com accounts customer service
• 1-2 years in a corporate environment required; apparel industry preferred. Order Management experience preferred.
• Excel – Intermediate to Advanced level (including VLOOKUP, Pivot Tables, IF statements)
• Ability to work independently to resolve problems by partnering with suppliers and key stakeholders to make accurate decisions on execution.
• Ability to handle multiple tasks and projects simultaneously and conflicting deadlines
• Excellent organizational/prioritization skills; attention to detail
• Excellent written and verbal communication skills
• Strong listening and interpersonal skills with focus on collaborative teamwork and negotiation
• Proven ability to work with diverse teams
• Positive attitude: The ability to envision and expect favorable results. The willingness to try doing new things.
• Communication: The facilitating share of information between all key stakeholders for mutual commercial benefit.
• Teamwork: The ability to work cohesively towards common goals, creating a positive working environment and supporting each other to combine strengths and enhance overall team performance.
• Self-management: The skill to work autonomously, problem solving, resisting stress, communicating clearly and managing time and priorities with minimal direction/referral.
• Willingness/aptitude to learn. The readiness or quickness in learning new skills
• Good understanding of logistical processes across markets
• Experience of Automatic EDI connections
• Experience with supplier portal applications