Ascensia Diabetes Care is a global specialist diabetes care company, dedicated to helping people living with diabetes. Our mission is to empower people living with diabetes through innovative solutions that simplify and improve their lives.
We use our innovation and specialist expertise in diabetes to develop high quality solutions and tools that make a positive, daily difference for people with diabetes.
POSITION PURPOSE :
Your role is to run the business operations efficiently, ensuring that customers are highly satisfied when ordering and receiving our goods.
You manage processes related to local customer contact for order entry, order management and fulfillment including dispute management and processing to invoicing.
Your tasks include process management at country level as well as the interface to respective external business partners and regional / global functions.
Major tasks and responsibilities :
Proactively manage all local order-to-cash processes related to order capturing, order management and tracking. Answer order-related questions from internal and external customers in a timely manner.
Manage invoicing and returns as well as commercial disputes. Work closely with finance and accounting to help resolve any order-related burning issues.
Act as escalation point and provide direction and support to customer service center employees for complex topics related to order capturing and management, returns and customer invoicing.
Interface both externally with local customers in the market and the 1st level customer support center and internally with the commercial country organization, sales managers, accounting and supply chain management.
Monitor key performance metrics and generate reports for internal and corporate use, ensure regular reporting to Ascensia Corporate Headquarters.
Assume responsibility for identification and implementation of continuous improvement of the local order-to-cash process, based on defined KPIs.
Participation in regional / global process improvement initiatives.
Subject matter experience experience in order management or a related field and have already at least 2 years experiences a similar position.
Oversee interdependencies you show a thorough understanding of supporting functions such as Transportation, Distribution, Finance and Systems Administration, as well as related concepts in EDI Transactions set, communications and applications platform.
Customer Focus you demonstrate excellent understanding of customer requirements, proactive communication (oral and written), resolution of issues, problem prevention, judgment calls when exceptions to policy are required and appropriate, and goal alignment with the sales organization to ensure high customer service orientation.
Problem solving you identify and resolve problems in a timely manner, gather details and analyze information skillfully and maintain confidentiality.
Technical experience you gained proficiency in MS Office (Word, Excel, PowerPoint, and Outlook), as well as thorough knowledge of working with ERP and CRM systems.
Flexibility you work effectively independently as well as in a team in a fast-paced, ambiguous environment, while prioritizing workload and managing multiple responsibilities.
Forward thinking you tackle tasks with confidence, particularly during times of increased pressure, remain open to others' ideas and exhibit willingness to try new things.
Respect and integrity you are above reproach and exemplify a high standard of character in all interactions.