Order Fulfilment Specialist
Job Summary
The Order Fulfilment Specialist will coordinate and execute customer service activities, including order management and customer communication. This role involves managing complex order processes via SAP and collaborating with cross-functional teams like Sales and Supply Chain. The position ensures high-quality service delivery, accurate billing, and effective handling of customer inquiries and returns.
Responsibilities
- Execute order management and customer communication
- Manage SAP activities and electronic customer requests
- Handle billing, debit/credit memos, and pricing compliance
- Process customer returns and inventory reporting
- Support audit activities and resolve order disputes
Required Skills
- Diploma/Degree in Supply Chain or Logistics
- Minimum 2 years of experience
- Proficiency in SAP (SD Module preferred)
- Experience with Ariba, CRM, and Microsoft Office
- Strong attention to detail
Job Details
Scope of Work:
- Coordinate and execute customer service activities include order management, customer communication, and managing customer complaints.
- Ensure that customer inquiries/ concerns are well managed and communicated in a professional manner.
- Communicate effectively with different functional teams in the business and support functions including Sales, Sales Support, Supply Chain, Quality and Market Management.
- Manage customer service activities through the SAP system, or other required applications and practices in the business.
- Manage special handling tasks for electronic customers including consignment activities, blanket purchase order management, customer website transactions, data bundle ecoa activities, forecasts and replenishment orders, stock reconciliation and other special requests for the business.
- Run reports periodically for clean desk policy focus, such as open order, billing blocks, escalation, etc.
- Proactively reach out to customers on open orders which are due and push for deliveries & update customers on orders & delivery status.
- Submit debit and credit memos request as required and liaise with billing team.
- Manage accurate pricing on the sales orders and ensure pricing complies with business rules and SOX(Sarbanes-Oxley Act) rules.
- Manage and coordinate customer returns such as full container, empty container, refurbishing container, customer owned containers.
- Manage automated data bundles for custom certificate analysis.
- Generate weekly / monthly inventory / shipment status reports for various customers as required, including participation in meetings pertaining to inventory levels / incoming shipments status.
- Support product allocation and ensure order size optimization.
- Submit invoices to the customers via email or customer portal / Ariba.
- Perform issue, download, and upload invoices to customer portal.
- Coordinate with customer service and sales for incorrect billing/dispute.
- Support audits activities on a yearly basis.
- Create debit / credit memo upon receiving approval from commercials.
- Act as service complaint owner to assign investigator to update the complaint.
- Support the team with other responsibilities as required.
- Provide the auditor with necessary documents within the specified timeframe.
Educational Requirements & Skills:
- Diploma / Degree in supply chain / logistic / order fulfillment with minimum 2 years of experience.
- Solid experience in SAP.
- Experience in working SAP – SD Module (Advantages in S4 Hana or Quattro), Microsoft Office, CRM, Ariba, Oracle.
- Confident and able to work independently under minimum supervision.
- Attention to details is required for this role.
- Experience with the Ariba portal will be considered an additional advantage.