Customer Service Specialist (Order Management)

Energizer Holdings responsibly creates products to make lives easier and more enjoyable. To do this, we lean into our culture as an organization – we win together, while serving each other, with a willingness to act boldly, all while doing right. Our colleagues hail from all backgrounds, nationalities and walks of life, but our shared mission and purpose make us one team. Because we’re a global organization, you will always have opportunities to learn, grow and develop in your career. We support flexible working arrangements wherever possible.

The Customer Service Specialist is responsible for customer responses and order fulfillment in the centralized setup to serve International Distributor Markets.

They should be capable of working independently and have a strong sense of self-motivation and discipline.

They should also be willing to lend support and companionship to their colleagues and be prepared to support training for future team members as the team grows.

The Customer Supply Chain Analyst must be a fast-paced and meticulous professional who can manage International Distributor Markets’ orders. This role will ensure all orders are processed within 48 hours as well as check and clear all order exceptions and work with key stake holders to resolve any issues arising related to order fulfillment.

This is a hands-on role and will require a person who is meticulous and independent.

• To ensure timely communication with customers about order status.
• Manage and process all order exceptions & deductions working with various parties like Finance and Controllership, Commercial, Distribution Center (eg. Credit block, Product withdrawal / returns, Distribution shortage / damaged). Generate / Issue Credit / Debit Note if necessary.
• Work closely with respective sourcing locations’ Supply Planner to ensure on time product availability.
• Manage product phase in / phase out.
• Work closely with Distribution Center on orders being released for timely picking & delivery and or product returns.
• Work closely with freight forwarder / 3PL on on-time shipping document availability. And ensure on time dispatch of shipping document to Customers to avoid penalty and demurrage claim (for export shipments).
• Ensure that customer order forms are updated and reflect correct product details and pricing. (Excel Order Forms)
• Meet agreed Service Level Fulfillment metric and take the necessary escalation protocol should there are major supply issues (delay, disputes etc).
• Only if applicable, generate proforma invoice and ensure advance payment received or LC are prepared & negotiated cleanly to avoid any Receivable issues.
• Work closely with Master Data for on time customer master or product master setup
• Preferably : Super User of SAP OTC Module.
• Provide superior customer service to the customers by following up on enquiries and requests for information in a timely and professional manner.
• Compile and collate data for reporting purposes.
• Proactively develop relationships with other internal stakeholders.
• Work closely with Manager on ad hoc issue that arises.
• Ability to resolve supply and / or OTC problems quickly and with minimal disruption; and escalate abnormalities if any.
• Lead and coordinate the complaint process for order-related complaints in a timely and professional manner.
• Contributes to a smooth and efficiently run of office by completing all daily activities within the required deadlines.
• Continuously seek ways and means to enhance / improve ways of working.

What we are looking for :