NEW JOB OPENING
CUSTOMER ORDER MANAGEMENT SPECIALIST SAP ORDER-TO-CASH (OTC)
IN Bridgewater, NJ, USA!

Required Education

• High School Diploma



Required Qualifications/Skills/Experience

• 2–5 years of experience in Customer Service, Supply Chain, or Sales

• Customer-facing operations, including Customer Service or Sales

• Order-to-Cash process knowledge

• Experience with cloud-based solutions such as Service Cloud

• Experience with ERP systems such as SAP

• Experience with IT applications

• Supply Chain understanding



Preferred Qualifications/Skills/Experience

• Spanish or French speaking is a plus



Customer Service / Customer Experience Overview

• Deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey and collecting feedback to drive continuous improvement

• Serve as the single point of contact for current and new customers while interacting and collaborating internally with relevant departments to meet customer expectations and needs

• Run Order-to-Cash (OTC) and Customer Service Management, focusing mainly on customer interaction-related activities, both inbound and outbound

• Build customer trust and relationships by supporting supply, commercial, and application inquiries, collecting feedback, and identifying opportunities to drive customer satisfaction

• Collaborate closely with internal partners and functions, including CSX, Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain, to align customer expectations and needs with Supply Chain capabilities

• Support customer experience initiatives, tools, and processes while differentiating service according to Customer Segmentation, Service Levels, and customer satisfaction levels

• Contribute to continuous improvement by identifying opportunities to enhance operational efficiencies, streamline workflows, and improve the customer experience

• Utilize SAP, Service Cloud, and other supporting systems and tools to drive efficiencies and provide feedback that contributes to systems improvement

• Prioritize workflow and activities to ensure business continuity, productivity, quality, timeliness, and customer satisfaction



Job Duties

• Accountable for customer-facing activities and customer experience, acting as a single point of contact for customers and adopting a customer-centric mindset within day-to-day interactions

• Set and meet expectations while providing a stress-free customer experience and maintaining a positive and professional demeanor

• Run OTC and Customer Service Management, focusing mainly on customer interaction-related activities, both inbound and outbound

• Contribute to the understanding of customer segments, trends, needs, and expectations by reporting and providing feedback on client interactions

• Build customer trust and relationships by supporting supply, commercial, and application inquiries

• Collect feedback and identify opportunities to drive customer satisfaction, including regular customer visits

• Enter relevant information into the Customer Relationship Management (CRM) system after each customer contact to create a call plan and ensure the organization has quality data to enable effective customer retention and business development activities

• Schedule follow-up actions

• Provide quality service to customers while identifying opportunities to secure new business or support retention through customer interaction

• Handle customer cases and complex queries to minimize disruption and downtime

• Collaborate closely with internal partners and functions, including CSX, Center of Excellence (CoE), Global Business Solutions (GBS+), and Supply Chain, mainly via Service Cloud

• Judge and align priorities to meet customer expectations and needs versus Supply Chain capabilities

• Monitor and ensure delivery of other functions’ commitments

• Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing

• Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level

• Review existing operations within the assigned area of work and generate new ideas to assist in identifying continuous improvements

• Enhance operational efficiencies, streamline workflows, and improve the customer experience

• Prioritize own workflow and ensure work is completed to required standards of productivity, quality, and timeliness

• Use KPIs, performance management systems, and reports to improve personal performance

• Utilize customer service supporting systems and tools, including SAP and Service Cloud

• Drive efficiencies and provide feedback to contribute to systems improvement for internal and external use

• Plan own activities on a daily, weekly, and monthly basis to ensure business continuity, enhance efficiencies, and improve customer satisfaction

• Actively participate in team meetings to align priorities

• Comply with Corporate Standards, Global SHE, and Sustainability requirements



Travel

• Regular customer visits are referenced as part of the role

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**