Global Order Operations, Analyst, Italy

JOB DESCRIPTION

Contributes to the achievement of the LSE European Cluster Financial Plan (revenue and profitability) and supports Business Growth objectives through managing the entire Order to Cash/Customer Experience process for a dedicated profile of Top and Strategic Accounts within the Cluster.

The focus of the role is:

• To facilitate timely and accurate execution of customer onboarding, order intake, order management and conversion
• To Control Accounts Receivable collection management and After Sales dispute/returns management maximizing cash flow, revenue and profitability
• To Serve as a dedicated Single point of Contact to Top and Strategic Accs, collaborating proactively in delivering Best in Class Customer Experience  
• To Partner with the External Supplier ensuring accurate, timely execution of all Customer Success Back Office tasks within agreed SLA’s/KPI’s

Key Measurables:

KPI’s: Net revenue, DSO, Overdue, Bad debt provision, Aged receivables, Order Fulfillment (On Time and Complete).

• Establish collaborative customer relationships with defined Top/ Strategic Accounts ensuring Best in Class Experience and swift resolution of  conversion of order book and AR Collection and Dispute related issues
• Maximizes demand conversion through closely analyzing and coordinating order integrity, fulfillment and in season forecast consumption
• Minimize the risk of loss for the company by closely monitoring the ageing and the bad debts and by actively tracking the legal cases
• Support Credit and Sales Team with relevant commercial financial insights to support appropriate levels of credit risk that minimizes risk and maximizes shipping opportunities.
• Maintain appropriate controls and ensure established procedures (SOP’s - Standard Operation Procedures) and SOX Audit controls are followed in close collaboration with the external provider (WIPRO) ensuring full compliance
• Facilitate the growth of the Europe Cluster through optimizing operational excellence of end to end Customer Success process from order procurement through delivery conversion

• Single point of contact for Strategic Account contacts for consolidated view/reporting on order status/delivery
• Take care of all customer enquiries through to resolution such as order handling, shipping notification, missing items, product questions, faulty goods, returns and discounts.
• 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 forecast submission
• Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements.  Ensure seasonal VAS data is procured from customer and uploaded to respective systems
• Work closely with Distribution/logistics teams to ensure timely shipment of orders and support of issue resolution
• Partner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunity
• On time delivery for LSE product launches or tests to be aligned with marketing strategy and timelines
• 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
• Testing of new system functionalities and maintenance of all training materials as relevant
• Ensure that customer data is maintained, is up to date always with high accuracy
• In the case of cancellation and/or returns requests, negotiate solutions to minimize dilution and/or organize appropriate approvals and completion of requests in line with Levis® policies.
• Investigate and solve for customer claims and disputes related to order management root cause (missing discount, short deliveries etc etc…)
• Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time delivery, demand fill rates and operational excellence
• Building an interface and proactive communications between internal and external stakeholders of the business as buying departments, Sales, Merch Planning, Finance, Distribution and Vendor party providers.
• Ensure agreed OM and AR activities are carried-out on time and within agreed service levels by the external provider as agreed
• Drive relevant EDI connections and troubleshoot EDI failures to facilitate timely order management, delivery process automation and to facilitate timely collections and cash post to accounts