The INNIO Advantage:
By combining a rich legacy in the power and gas compression space with pioneering technology, INNIO brings our customers affordable, reliable and sustainable energy solutions for today and tomorrow.
We are helping to meet today’s energy needs with 64 GW of installed capacity and more than 50,000 of our powerful Jenbacher and Waukesha engines, which can be found in more than 100 countries. And, by harnessing our history of energy industry firsts along with the power of digital innovation, we will continue to deliver for the future.
As an Equal Opportunity Employer, INNIO offers a comprehensive array of international career opportunities and understands that diversity creates excellence. Known for leadership development, we aim to empower individuals to reach their full potential.
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. INNIO uses ORACLE as the main ERP system.
Essential Responsibilities:
- 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.
Qualifications/Requirements:
- Proven track record of at least 1 year hands-on working experience from a similar environment
- Advanced command of English and preferably 1 additional language (German or others)
- Strong Customer and Service mindset
- Knowledge of export & import regulations, terms and processes
- Proficiency in Microsoft Office applications like Outlook, Excel
- Self-motivated, and ability to handle multiple priorities
Desired Characteristics :
- College or university degree in economics, logistics, intl trade or similar a plus
- Ability to perform in a team environment – team player
- Self-starter, capable of working with limited supervision
- Pro-active behaviour
- Excellent communication skills, also in technical context and sometime complex situations
