Description
The Order Management Specialist is the customer's key contact point when placing orders for International, Domestic Marine and Energy products and services. The role includes helping to manage the customer relationship on behalf of International, Domestic Marine and Energy, and managing the entire order to invoice process are the key activities within the Order-to-Cash (O2C) process.
The OM Specialist is expected to ensure customer order is aligned with brand offer before order placement, and keep customer appraised of the delivery progress (i.e. changes to vessel ETA and nominated port, product shortages, out of hours incidents, price enquiries etc).
Key responsibilities include establishing and managing strong relationships between distributors, suppliers, customers, and sales managers, as well as handling day-to-day customer service related operational tasks such as receiving enquiries and orders from customers through phone, email, and fax.
The role also involves ensuring all orders are accurate, compliant, informative, and of good quality, collaborating with the Credit team to ensure sufficient credit for orders, and taking proactive action to monitor orders to ensure they are delivered on time.
Additional responsibilities include highlighting and escalating potential issues with orders to superiors or line managers, recording and logging customer complaints and non-conformances in given portals or databases, and managing orders through multiple systems such as Salesforce, Genesys, SAP, Manta, JDE, etc.
Key challenges include managing orders through multiple systems, ensuring high attention to detail to ensure delivery is on time, accurately pricing orders to generate accurate invoices, and managing vessels at different geographic locations and time zones.
To be successful in this role, you will need a Bachelor's degree or higher in Business, Computer/Information Technology, Engineering, or equivalent, and relevant experience in a customer-focused environment.
You will also need strong interpersonal, influential, and decision-making skills to manage relationships with key stakeholders and customers, as well as the ability to prioritize, handle urgent issues, and follow through to resolution in a timely manner.
Additionally, you will need to be able to multitask and work in a highly dynamic and fast-moving environment, with a deep understanding of customer service processes and a demonstration of customer service and ownership attitude.
At Bp, we offer a company culture where we respect our diverse and unified teams, where we are proud of our achievements, and where fun and the attitude of giving back to our environment are highly valued.
We also offer learning opportunities and other development opportunities to craft your career path, life and health insurance, medical care package, and many other benefits.