Customer Order Management & Logistics Support Senior Specialist VMI/CMI

Customer Order Management & Logistics Support Senior Specialist VMI/CMI

Job Description

You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In this role, you’ll help us deliver better care for billions of people around the world.

It starts with YOU. 

​We are looking for a Customer Order Management & Logistics Support Senior Specialist VMI/CMI to join our Customer Service Benelux team and to execute the complete order process of your own group of Customers. You will be the main point of contact for own regular and VMI/CMI Customers and multiple internal stakeholders within the Benelux region, for all ordering activities and enquiry/query management to resolution, across the entire Order to Delivery (OTD) process. You will be responsible for maintaining order data within our SAP R/3 System on product codes. receiving the order from our Customer in different formats through multiple channels, checking stock availability, delivery lead times, logistic appointments, collaborating with your peers within other departments, up to the delivery of the order at our Customer. You will liaise and provide solutions during this end to end process to our Customer if any changes are required. 

Duties & Responsibilities:

• Manage Customer Inventory and Service: execute the complete order planning and order process. That involves providing dedicated order management expertise, managing orders in such a way that supply and service levels, calculating the replenishment quantities based on self-calculated forecast and daily customer updates. Work closely with K-C Demand Planners and Sales to ensure orders are aligned with forecasts. Maximize on-time shipping, delivery and fill rates. 

• Processing and managing customer`s orders from the moment of receiving an order till the product is delivered

• Take the responsibility of the Customers’ logistics claims through Dispute Case Management tool, investigate the complaint, create credit/debit notes and returns, attach the required approvals, liaise with stakeholders when required. 

• Providing information and resolving inquiries related to the order to delivery process

• Proactive management of customer portfolio to capture & process orders, manage changes and achieve delivery on-time-in-full; maximizing customer satisfaction (as measured by the Advantage Group or other surveys) and minimizing customer complaints;

• Optimizes distribution costs by collaborating with cross-functional business partners such as Logistics, Demand and Supply Planning (DSP), Transportation and Supply Chain Analytics, Sales, Deployment, Collections & Pricing, CashApp, Demand Managers, Category Managers, Marketing Managers and Master Data, Subject Matter Experts, Project teams, Internal Control)

• Participating in process improvement activities to maximize profits and align or standardize processes

• Support team members with handling escalations and addressing issues. Ensure the team follows policies and processes by performing quality spot checks, identify the root cause of the findings and, if required, discuss with the Team Leader training needs. 

• During TL’s absence acting as a first point of contact for operational cases and oversee that all daily tasks are completed

About Us

Huggies®. Kle