Supervisor Shared Services Centre

**Job Purpose**:
To ensure all orders received either directly from customers, local customer service or sales are validated and entered SAP. All materials and prices must be validated and amended appropriately before entry into SAP. Service level agreement of 24 hours must be achieved.

**Other Conditions**:
All staff employed at within European SSC may on occasions and in line with operational needs:
Be required to work different hours including evenings.

**Main Duties and Responsibilities**:
The Order Entry Team Supervisor has responsibility for ensuring that all customer orders are actioned quickly by the team. Resolving issues that arise via EDI (Electronic Data Information), RPA (Robotic Process Automation) to ensure that orders are available to be processed and delivered on time. Coordination with Master Data team to assist with resolution on issues relating to material and price. Communication between customer service, sales force across the business and customers directly. A high priority is given to the creation of effective working relationships between the post holder and other contacts in the Business as appropriate.

**The principal duties and responsibilities of the post holder will include the following areas**:
1. Key Activities
- This role will take responsibility for Order Entry teams accurate daily processing of orders from all markets acting as a support for the Order entry administrators being a specialist in their field participating and instigating meeting with the rest of the business to ensure the efficient processing of all orders.
- This role will also provide management support to the Claims manager and work alongside the reporting analyst to provide accurate data to the business.
- Take responsibility of KPI and SLA management for the team.
- Manage all orders for all markets not processed by RPA system
- liaise with line manager and (RPA team) in relation to issues with RPA processing. Liaise with Customer Service, Sales and customer as required to ensure a speedy and efficient processing of all orders.
- EDI orders that RPA could not handle should be corrected liaising with Master Data as required. EDI orders should then be passed back to RPA for processing. In urgent cases as an exception orders can be manually processed outside of RPA.
- Ensure that Orders that require a specific order block as per business instruction are applied
- Make informed decisions on how best support the team and to handle issues that may arise and record all information appropriately
- Ensure that all processes are documented and updated as required any testing required in relation to changes to process are managed.

2. People Management
- Support the induction of new colleagues by providing all necessary training to ensure competence in the order administration role.

In addition to the duties listed here, the post holder is required to perform other duties which are assigned from time to time. However, such other duties will be reasonable in relation to the individual’s skills, abilities, and grade.

It is the Company’s intention that this job description is seen as a guide to the major areas and duties for which the post holder is accountable. However, the business will change, and the post holder’s obligations will vary and develop. The job description should be a guide and not as a permanent, definitive, and exhaustive statement.

**Qualifications**
- Good and appropriate qualifications and general education
- Good standard of English spoken and written.
- Previous experience in a time critical Order Administration
- SAP experience
- Experience of working in large complex organisation
- Good organisational, oral communication, interpersonal, networking skills and time management skills
- Ability to adapt to fluctuating workload and changing priorities
- Numerical thinker with attention to detail
- Numerical thinker with attention to detail
- Professional approach to work and work colleagues and an ability to work independently and show initiative