Job Title Order Management Specialist - NAM Job Description
In this role, you have the opportunity to
Coordinate the end-to-end order management & fulfillment process for Philips consumers ordering on the Philips e-commerce platform, thereby being responsible for the daily operational excellence of order creation, order delivery, and returns management. Therefore, you will have a direct impact on the consumer experience, satisfaction, and brand preference for Philips.
The role involves pro-active collaboration with Philips Markets, as well as other Supply Chain functions such as Product Catalogue Management, Finance, Planning & Forecasting, Warehouse & Distribution, Consumer Care / Call Centers, etc.
Apart from that, you have the chance to drive continuous improvement and transform the traditional order management process to one that actively supports Philips’ sales growth ambitions within the direct-to-consumer (D2C) space. Your challenge is to balance the requirements of ensuring a seamless order flow while providing a result-driven and proactive customer experience.
You are responsible for
Ensure day-to-day accurate processing of orders, returns, and refunds, according to a set of KPIs such as % of touchless orders, % of defect orders (incl. canceled orders), lead time to process orders, lead time of deliveries, return rates, etc.
Develop and track early warning signals for order defects, and liaise with required stakeholders for preventive and corrective actions (e.g. Warehouse & Distribution, Call Center, Stock Allocation, Consumer Care, etc.)
Reporting, monitoring, and control of order book in an organized and compliant manner (ICS/SOx).
Design and maintain a daily management board for relevant KPIs and activities, and engage all relevant stakeholders to ensure operational excellence
Provide excellent customer service for our customers
Process order activities in SAP and other supporting applications.
Process order changes due to Customer or Warehouse requests.
Maintain good communication with stakeholders.
Together with team members continuously implementing improvements through Lean tooling and disciplines.
You are part of
A unique combination of a critical and ambitious role that is part of our Global Business Service department. You will be actively encouraged to make improvements, establish best in class service, and have a direct impact on our success.
To succeed in this role, you should have the following skills and experience.
Bachelor’s degree in Supply Chain or Business Administration,
+ 3 years of Order Manager equivalent experience
LEAN and process improvement is a plus
Confirmed SAP- Sales and Distribution knowledge
Excellent English written and oral communication skills
Strong Customer Service Skills and Cultural awareness
The ability works independently and optimally with cross-functional and virtual teams.
Ability to handle conflicting priorities, deal with pressure, and constant change.
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
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