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Specialist, Order Management

1 month ago

Malaysia The Estée Lauder Companies Full time

**Order Management**
- Ensure order cycle timeliness is met
- Serves as the primary point of contact for field sales, counter, sales planner, commercial, and distribution teams for:

- order management validation
- shipments
- new launch and promotional program allocations
- ELC-owned counter requirements
- Door opening
- service level details
- Review open order reports daily (import into spreadsheets to analyze), communicate and recommend decisions
- Proactive management with commercial team to alert on out-of-stock situations
- Alert commercial team of inventory status including counter inventory
- Inform commercial team and retailers of Customer purchase order (PO) errors and summarize EDI transmission errors (encompassing inactive/discontinued products, incorrect SRPs etc.) to improve retailer service level
- Understand the retailers’ process for their POs and routing approvals, including delivery or order cut-off timelines. Communicate with retail buying offices to adjust PO ship and cancel windows to enable shipments. Consider all aspects to align with Retailer/ ship schedules
- Process approved returns orders

**Reporting and Analytics**
- Produce daily/weekly sales report to track actual orders vs target
- Produce daily/weekly order fulfilment report at channel and customer level
- Produce daily/weekly tracking of store inventory levels vs target

**Qualifications**
- University graduate with 2-3 years of working in an SSC environment with prior experience in Customer Service
- Proficient in Japanese and English in both written and spoken
- Retail or related industry experience
- Problem solving and critical thinking skills
- Attention to detail and the ability to work independently
- Excellent customer service skills and the ability to work with diverse personalities/cultures across the region
- Ability to change focus when needed, while making regular progress on assigned work/projects
- Detail-oriented, organized and an ability to prioritize and manage workflow
- Excellent verbal, written, and interpersonal communication skills
- High degree of professionalism when dealing with customers and colleagues
- Creates an accountability and “own it” culture
- Brings personalized experience to enhance service delivery
- Provides responsive and flexible service.
- Data and SLA commitment driven
- Familiarity with SAP, Microsoft Office. Prior knowledge of case management tool (Salesforce) would be an advantage
- Domain knowledge in Order-to-Cash (OTC) and replenishment management would be an advantage

**Job**: Distribution/ Warehouse/ Logistics - Supply Chain

**Primary Location**: Asia Pacific-MY-14-Wilayah Persekutuan

**Job Type**: Standard

**Schedule**: Full-time

**Shift**: 1st (Day) Shift

**Job Number**: 247059

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