At INNIO we offer you:
- Young & supportive team - in a fast-growing international business environment
- Learn & develop yourself - help you craft your career path with (INNIO learning, free language courses according to business needs)
- Hybrid working - 50% Office, 50 % Home Office with flexible working hours
- Cafeteria package with various options - SZÉP Card, Cash option, Nursery & kindergarten support
- Medicover Spring White Package- from the first day of employment
- Easily accessible location - in the heart of the most vibrant campus area in Budapest (location: 13rd District, easy to approach by Metro Line 3)
- Take a break - Recharge your batteries with free coffee and tea selection in the kitchen area
- Live an active lifestyle – activate your AYCM pass
I. Role/Overall objectives
The Order Management Support Specialist is responsible for customer order management and fulfillment in relation with transactions of spare parts for gas engines. The role covers a broad range of tasks and offers good option for further career developments.
The main objective is providing a premium service to achieve high customer satisfaction. The spare parts must be delivered on time to ensure that engines keep running. The Order Management Support Specialist serves as the first point of contact to the customer and the internal service engineer organisation for all parts delivery related topics. This starts from supporting identification of the right part number, order entry and booking, selecting the correct price and discounts, check parts availability, ensure smooth warehouse hand-over and correct world-wide export, import and transport, verify delivery, and react to potential customer questions and complaints.
II. Key Accountabilities/ Execution:
- Manage and execute customer orders, returns and complaints related to any kind of external and internal spare part orders like transactional orders with different priorities (Express, standard, stock fill), multi-year-agreement, CM&U (change modifications and upgrades), warranty, deliveries of support part for new units’ installation, parts for our own Field Services
- Own on-time shipping (OTS) for the assigned group of customers/ regions. Keep further Key Performance Indicators (KPIs) under control like aging of overdue orders, interim storage value of unreleased/ on-hold orders, unbilled orders etc.
- Strive to meet customer request dates, reduce orders processing cycle and keep backlog of orders to a minimum
- Know and manage the customers, understand customers’ needs special requirements; coordinate, communicate and follow up with the responsible customer functions for timely, accurate and complete fulfilment
- Manage the orders and communicate proactively to ensure accurate and timely execution including monitoring of the orders status, dates management (request date, promise date, rescheduling and changes), management of big order quantities, shipment tracking, documents management
- Monitor and track delivered exchange and core parts, work with customers and regional services to ensure timely return
- Ensure correct order documents with regards to accuracy, clarity, quality, and timelines.
- Conduct and participate to customer meetings and reviews
- Coordinate and communicate cross-functionally to obtain commitments regarding short cycle demands and customer escalations
- Work cross-functionally with Regional Services teams, and colleagues e.g. from central Pricing, Planning and Forecasting, Warehouse, Service Engineering, Warranty, Complaints, Billing and Finance
- Drive timely resolution of complaints
- Supports system and process improvements of new system releases and enhancements
- Follow EHS rules and warn others to follow the rules, execute mandatory EHS trainings and immediately report the incidents and near misses as required
- Further tasks not involved in this Job Description that the immediate leader/manager assigns verbally or in writing
III. Qualifications/Requirements:
- College or university degree in Economics, Logistics or International Trade
- At least 2-year work experience in Customer Service/ logistics/ international trading
- Advanced command of English AND German
- Strong Customer and Service mindset
- Pro-active behaviour
- Knowledge of export & import regulations, terms and processes
- Excellent communication skills, also in technical context and sometime complex situations
- Self-motivated, and ability to handle multiple priorities
- Ability to perform in a team environment – team player
- Self-starter, capable of working with limited supervision
- Proficiency in Microsoft Office applications like Outlook, Excel
